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Technical Support Engineer

Glean is on a mission to transform knowledge work through AI, and they're seeking a talented Technical Support Engineer to enhance customer support.

Skills

  • Technical troubleshooting
  • Customer Success Management experience
  • Cloud technologies knowledge (GCP, AWS, Azure)
  • Communication skills
  • Project planning

Responsibilities

  • Provide high-quality customer communication and technical troubleshooting
  • Assist customers with product features and onboarding
  • Identify and resolve customer system health issues
  • Contribute to customer help articles and internal runbooks
  • Provide root cause analysis for high-impact incidents

Education

  • Bachelor's Degree with at least 3 years of industry experience
  • Master's Degree with at least 1 year of industry experience

Benefits

  • Competitive compensation
  • Medical, Vision and Dental coverage
  • Flexible work environment and time-off policy
  • 401k
  • Company events
  • Home office improvement stipend
  • Annual education stipend
  • Wellness stipend
  • Healthy lunches and dinners provided daily
To read the complete job description, please click on the ‘Apply’ button
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Dave Tucker
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Average salary estimate

$112500 / YEARLY (est.)
min
max
$75000K
$150000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Technical Support Engineer, Glean

At Glean, we're on a mission to revolutionize how knowledge works, and we're looking for a passionate Technical Support Engineer to join our dynamic team in Palo Alto, CA. This role is ideal for someone who enjoys solving complex problems while providing top-notch support to our growing customer base. As a Technical Support Engineer, you'll play a crucial role in assisting our clients throughout their journey with Glean. Your day-to-day responsibilities will involve high-quality communication, technical troubleshooting, and the resolution of inquiries related to our innovative AI-driven platform. You'll help customers navigate new features, onboard new data sources, and ensure they get the maximum value from our product. We value a customer-obsessed approach and are dedicated to maintaining strong relationships with our users. With help from the Field team, you'll ensure that every interaction drives positive outcomes for our customers. Your analytical skills will come in handy as you identify system health issues and work with clients to resolve them, documenting root causes of high-impact incidents when necessary. If you have a knack for understanding technical stacks and love engaging with a diverse range of people, Glean offers a supportive and flexible work environment where you can truly make a difference. Join us on this exciting journey, and let's make knowledge work faster and more human together!

Frequently Asked Questions (FAQs) for Technical Support Engineer Role at Glean
What are the responsibilities of a Technical Support Engineer at Glean?

The Technical Support Engineer at Glean is responsible for delivering outstanding customer support, which includes troubleshooting technical issues, onboarding new data sources, and assisting customers with product features. This role also focuses on communication, ensuring that all customer inquiries are addressed efficiently. Additionally, you will analyze system health and provide follow-through on customer inquiries to maintain high service levels.

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What qualifications are required for the Technical Support Engineer position at Glean?

To qualify for the Technical Support Engineer position at Glean, candidates should have a Bachelor's degree with at least three years of industry experience or a Master's degree with at least one year of relevant experience. Familiarity with customer-facing roles in SaaS-based systems and cloud technologies, such as AWS, GCP, or Azure, is highly beneficial. Strong communication skills and a detail-oriented mindset are essential as well.

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What skills do I need to succeed as a Technical Support Engineer at Glean?

Successful Technical Support Engineers at Glean possess robust problem-solving abilities, communication skills, and project planning expertise. Being self-motivated and detail-oriented is crucial for managing customer inquiries effectively. Experience in integrations with SaaS-based systems and a strong technical background to troubleshoot issues will support your success in this role.

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What can I expect from the work environment at Glean as a Technical Support Engineer?

Glean offers a flexible work environment that promotes work-life balance. As a Technical Support Engineer, you will have opportunities for personal development, including stipends for education and wellness. Our team is diverse and supportive, dedicated to helping each other succeed while fostering an inclusive atmosphere where all voices are valued.

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How does Glean support career growth for Technical Support Engineers?

At Glean, we prioritize professional development and encourage our Technical Support Engineers to enhance their skills through ongoing training and hands-on experiences. Our supportive culture and diverse team provide ample opportunities for collaboration and mentorship, helping you advance your career within the company.

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Common Interview Questions for Technical Support Engineer
Can you describe your experience with customer support in a technical role?

Be prepared to discuss specific examples of your previous roles in customer support, emphasizing your problem-solving skills. Highlight instances where you successfully resolved technical issues and the techniques you used to ensure customer satisfaction.

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How do you prioritize customer requests when faced with multiple issues?

Talk about your approach to prioritizing issues based on urgency and impact. Explain your methodology for assessing customer needs and maintaining communication while addressing multiple inquiries, showing your commitment to excellent service.

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What troubleshooting techniques do you find most effective?

Mention analytical methods you've utilized to diagnose problems. Discuss using metrics and dashboards to track issues and how these techniques have helped you resolve customer problems swiftly and effectively.

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How do you stay up-to-date with the latest technologies relevant to your role?

Discuss your strategies for continuous learning, such as attending webinars, participating in online courses, or following industry news. Highlight how staying informed has helped you provide better support to your customers.

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Can you give an example of a time when you turned a dissatisfied customer into a satisfied one?

Provide specific details about an interaction where you identified a customer's concerns and took proactive steps to address them. Explain how your approach changed their perception of the company and enhanced their experience.

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What experience do you have with SaaS-based systems?

Tailor your response to showcase your familiarity with various SaaS products, emphasizing your direct experience in customer-facing roles. Illustrate how this background has equipped you to support customers and troubleshoot technical issues effectively.

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How do you document customer issues and resolutions?

Explain the process you follow for documenting cases, including creating help articles or internal runbooks. Emphasize the importance of documentation for future reference and training team members.

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Why do you want to work at Glean as a Technical Support Engineer?

Share your enthusiasm for Glean's mission and its innovative approach to integrating AI with knowledge work. Discuss how your values align with the company's customer-obsessed culture, and mention specific aspects of the role and team that excite you.

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How do you handle feedback from customers and use it to improve support?

Describe your approach to accepting feedback and how you use it constructively to enhance your support strategies. Highlight your willingness to adjust processes based on customer input but within the context of maintaining quality.

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What tools or software do you find essential for technical support?

Discuss the tools you’ve used in previous roles, explaining why they are effective. Highlight software for ticketing, communication, and monitoring, showcasing how these tools help streamline support and improve customer interaction.

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MATCH
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FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
SALARY RANGE
$75,000/yr - $150,000/yr
EMPLOYMENT TYPE
Full-time, on-site
DATE POSTED
April 14, 2025

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