Role

Glean is looking for an highly skilled Corporate Security (IT) Engineer who will be responsible for ensuring the security of our overall cloud-native IT environment. This person will play a critical role in ensuring the security and integrity of our organization’s IT environment while also managing day-to-day IT operations. The successful candidate will possess a strong background in IT security best practices, be well-versed in IT operations, and have the ability to handle complex challenges in a dynamic environment.

What you will do and achieve

• Develop, implement, and maintain the organization's IT security policies, procedures, and standards.
• Conduct/deploy security awareness training for employees to educate them on security best practices and policies.
• Successfully deploy and manage Endpoint Security solutions, including Mobile Device Management (MDM) and Endpoint Detection and Response (EDR) systems.
• Lead the development and implementation of a comprehensive third-party vendor review program.
• Collaborate with business teams to assess and implement appropriate security settings and access controls in SaaS applications.
• Ensure compliance with relevant industry standards (e.g., ISO 27001, NIST, GDPR) and regulatory requirements related to IT security and data privacy.
• Assist in completing security questionnaires and requests for proposals (RFPs) from customers, partners, and regulatory bodies.

Who you are

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• 7+ experience in IT security, with a focus on cloud-native environments.
• Strong understanding of modern endpoint security solutions and securing remote employees' devices.
• Familiarity with industry standards and regulatory requirements for IT security and data privacy.
• Excellent analytical and problem-solving skills with the ability to handle complex technical challenges.
• Relevant certifications such as CISSP, CISM, CompTIA Security+, or equivalent, are a plus.

Key knowledge and skills

• Thrive in a customer-focused, tight-nit and cross-functional environment - being a team player and willing to take on whatever is most impactful for the company is a must
• A proactive and positive attitude to lead, learn, troubleshoot and take ownership of both small tasks and large features
• Familiarity with cloud native security practices in GCP/AWS/Azure is a plus

We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organization. We're committed to an inclusive and diverse company. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.

Developer Productivity Engineer Role

As a Developer Productivity Engineer, your role is to enhance the efficiency, effectiveness, and overall productivity of the development process. You work closely with software developers, quality assurance engineers, and other stakeholders to streamline workflows, improve tools, and optimize build and test processes. Here are some common responsibilities associated with this role:

• Tooling Development: Develop and maintain tools and frameworks that support the development and testing processes. This may involve creating custom build systems, automation scripts, code generators, or specialized testing frameworks.
• Build Process Optimization: Analyze and optimize the build process to reduce build times, improve code compilation and linking, and minimize dependencies. This may involve parallelizing build steps, optimizing build configurations, and implementing caching mechanisms.
• Continuous Integration and Deployment (CI/CD): Work with teams to establish and enhance CI/CD pipelines, ensuring smooth and automated software delivery.

It's important to note that the exact responsibilities can vary depending on the specific project requirements. However, the primary goal remains the same: to enable developers to work efficiently, reduce time-consuming tasks, and enhance the overall development process.

You will thrive at this role if:

• You possess a bachelor’s in Computer Science or equivalent with at least 3 years of industry experience.
• You are an expert in one or more of the following: CI/CD optimization, release engineering, on-call system management, dev tooling or test automation framework development
• You have experience in Bazel.
• You possess strong technical problem solving skills including the ability to isolate an issue to its root cause
• You are proficient in Python and have experience with building end-to-end tools.
• You have prior experience in at least one of the following disciplines: Software Engineering, SDET, DevOps, Deployment Engineering, Developer Productivity
• You have experience with implementation of Cloud technologies in at least one of the following: Google Cloud Platform (GCP), Amazon Web Services (AWS) or Microsoft Azure.
• You excel in communicating effectively with both customers as well as internal teams
• You are Well-organized and able to handle multiple tasks and priorities

Bonus skills:

• You have experience in designing, implementing and maintaining test automation frameworks is a plus
• You have practical experience with Search technologies, Knowledge technologies and SaaS-based system integrations

Benefits

• Competitive compensation
• Healthcare
• Flexible work environment
• Transparent culture
• Learning and development opportunities
• Company events
• Free meals

Role

Glean is looking for a highly skilled and motivated Infrastructure Security Engineer to join our team. In this role, you will play a crucial part in architecting and securing the cloud infrastructure of our organization, with a focus on Google Cloud Platform (GCP) and Amazon Web Services (AWS). You will be responsible for identifying security gaps, designing solutions, and utilizing cloud-native technologies to enhance our security posture. Additionally, you will be expected to develop security-specific features related to authentication, authorization, and audit logging (AAA), and contribute to the overall security strategy of the organization.

What you will do and achieve

• Collaborate with cross-functional teams to design and architect secure cloud infrastructure solutions on GCP and AWS.
• Identify potential security vulnerabilities and gaps in existing infrastructure and propose remediation plans.
• Implement cloud-native security technologies and best practices to address identified gaps.
• Analyze security logs and metrics to proactively detect and respond to security incidents.
• Develop and deploy security controls, such as identity and access management (IAM), network security policies, and encryption mechanisms.
• Leverage software engineering skills to create security-specific features, particularly in the areas of authentication, authorization, and rate limiting.
• Create documentation and train and guide team members and other stakeholders on security best practices.

Who you are

• Bachelor's degree in Computer Science, Information Security, or a related field (or equivalent work experience).
• Strong software engineering skills, with proficiency in at least one programming language (e.g., Python, Go, Java).
• Experience with cloud platforms, preferably GCP or AWS, and a willingness to become proficient in both.
• Familiarity with cloud-native security tools and services (e.g., AWS IAM, GCP Identity and Access Management, VPC security).
• Knowledge of authentication and authorization protocols and technologies (e.g., OAuth, OpenID Connect).
• Strong problem-solving skills and the ability to work independently and collaboratively.
• Excellent communication skills, with the ability to convey complex technical concepts to non-technical stakeholders.

Key knowledge and skills

• Thrive in a customer-focused, tight-nit and cross-functional environment - being a team player and willing to take on whatever is most impactful for the company is a must
• A proactive and positive attitude to lead, learn, troubleshoot and take ownership of both small tasks and large features
• Good coding skills (for example in Go/Python/Java/C++ etc)
• Familiarity with cloud native development practices in GCP/AWS/Azure is a plus.

Benefits

• Competitive compensation
• Healthcare
• Flexible work environment
• Transparent culture
• Learning and development opportunities
• Company events
• Free meals

We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organization. We're committed to an inclusive and diverse company. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.

• Design solutions and train models to build the intelligence powering our products
• Work with rich, diverse, and novel datasets
• Make progress on challenging, open research problems with direct product impact
• Write robust code that’s easy to read, maintain and test
• Mentor more junior engineers, or learn from battle-tested ones

Who you are:

• 3+ years of experience
• BA/BS in computer science, or related degree
• Experience building and shipping ML models and/or solving NLP problems

Key knowledge and skills:

• Strong analytical skills and ability to work with data
• Proven ability to design, build, and ship production-ready models
• Proficiency in your ML framework of choice
• Strong coding skills (Python, Go, Java, C++, ...)
• Thrive in a customer-focused, tight-knit and cross-functional environment - being a team player and willing to take on whatever is most impactful for the company is a must
• A proactive and positive attitude to lead, learn, troubleshoot and take ownership of both small tasks and large features

Benefits

• Competitive compensation
• Healthcare
• Flexible work environment
• 401k
• Unlimited PTO
• Transparent culture
• Learning and development opportunities
• Company events
• Free meals

For California based applicants:

The standard base salary range for this position is $160,000 - $250,000 annually. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.

• Build and grow various features of our search stack like search ranking models, query parsing/understanding, natural language question answering, etc.
• Deeply understand search usage and user needs and identify gaps in the search stack
• Design, experiment with, and iterate on ML/NLP/IR solutions to address gaps in the search stack
• Design and evolve experimentation framework to help evaluate improvements the search stack
• Write robust code that’s easy to read, maintain and test
• Mentor more junior engineers or learn from battle-tested ones

Who you are:

• BA/BS in computer science, or related degree
• 2+ years of experience
• Strong analytical skills and ability to work with data
• Experience working in fields like recommendation systems, natural language processing, applied machine learning, large scale production search/ranking system or other related systems

Key knowledge and skills:

• Thrive in a customer-focused, tight-knit and cross-functional environment - being a team player and willing to take on whatever is most impactful for the company is a must
• A proactive and positive attitude to lead, learn, troubleshoot and take ownership of both small tasks and large features
• Proven ability to design and build complex search/ranking/recommendation or other related systems
• Strong coding skills (for example in Go/Python/Java/C++ etc)

Benefits:

• Competitive compensation
• Healthcare
• Flexible work environment
• 401k
• Unlimited PTO
• Transparent culture
• Learning and development opportunities
• Company events
• Free meals

For California based applicants:

The standard base salary range for this position is $105,000 - $250,000 annually. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.

Who you are

• Bachelor's degree in Human Resources, Business Administration, or a related field (Master's degree preferred).
• 8+ years of progressive HR experience, with at least 3 years in a leadership role.
• Strong knowledge of HR principles, practices, and employment laws.
• Experience in a startup or fast-paced environment is highly desirable.
• Demonstrated ability to develop and execute HR strategies aligned with business objectives.
• Excellent communication and interpersonal skills with the ability to build relationships at all levels of the organization.
• Proven experience in talent acquisition, employee development, performance management, and employee relations.
• Strong problem-solving and decision-making skills.
• Ability to handle sensitive and confidential information with discretion.
• HR certifications (e.g., SHRM-CP, PHR, or SPHR) are a plus.

Responsibilities:

• HR Strategy and Planning: Develop and execute the overall HR strategy aligned with the company's goals and objectives. Work closely with the executive team to identify HR priorities and initiatives that drive organizational growth and foster a positive work culture. Conduct regular assessments of HR policies, procedures, and programs to ensure compliance and effectiveness.
• Performance Management: Design and implement a comprehensive performance management system that aligns with company goals and promotes continuous improvement. Provide guidance and support to managers on performance evaluations, goal-setting, and feedback processes. Foster a culture of regular feedback and recognition throughout the organization.
• Employee Development and Training: Identify training and development needs, and create and implement programs to enhance employee skills and competencies. Collaborate with managers to design career development plans and opportunities for high-potential employees. Stay informed about industry best practices and trends in learning and development.
• Compensation and Benefits: Oversee the design and administration of competitive compensation and benefits programs. Ensure compliance with legal requirements and maintain knowledge of industry benchmarks. Conduct regular reviews of compensation structures to attract and retain top talent.
• Employee Relations and Engagement: Foster a positive and inclusive work environment through effective employee relations initiatives. Develop and implement strategies to promote employee engagement, satisfaction, and well-being. Address employee concerns, grievances, and conflicts in a fair and timely manner.
• HR Compliance: Stay up to date with relevant employment laws and regulations. Ensure HR policies, practices, and procedures are compliant with local, state, and federal laws. Oversee record-keeping, documentation, and reporting processes related to HR activities.

How Do I Apply?

If you are passionate about shaping an exceptional workplace culture, driving growth, and nurturing talent, we would love to hear from you. Please submit your resume and a cover letter outlining your relevant experience and why you are interested in this position.

Benefits

• Competitive compensation
• Healthcare
• Flexible work environment
• 401k
• Unlimited PTO
• Transparent culture
• Learning and development opportunities
• Company events
• Free meals

The standard OTE range for this position is $150,000 - $200,000 annually. Compensation offered will be determined by factors such level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.

• BA/BS in business, marketing, liberal arts, or related degree
• 4-8 years of B2B SaaS product marketing experience
• Action-oriented self-starter with a love of making people and companies more effective, an eagerness to learn the ins and outs of how a product works, and a growth mindset driving you to roll up your sleeves to make things happen
• Passionate about Glean's mission and product and representing our customers’ needs

Role

We are seeking a creative and experienced Social Media Manager to join our Marketing team. The Social Media Manager will be responsible for developing and implementing social media strategies to increase our online presence, engage our audience, and drive growth.

What you will do and achieve

• Social Media Strategy and Execution:
• Develop and implement social media strategies in line with company goals and objectives
• Create engaging content for various social media platforms, including Twitter, LinkedIn, and potentially emerging platforms
• Monitor and analyze social media performance, adjusting strategies as needed to optimize results
• Collaborate with cross-functional teams to source content and to ensure consistent messaging and brand voice across all channels
• Social Media Advertising and Analytics:
• Manage social media advertising campaigns, including budget allocation and performance analysis
• Stay up-to-date with the latest social media trends and best practices
• Utilize social media management tools and analytics to track performance and inform future strategies
• Community Management and Influencer Relations:
• Respond to comments and messages on social media platforms in a timely and professional manner
• Develop and maintain relationships with influencers and industry professionals
• Identify opportunities for partnerships and collaborations to expand Glean’s reach and influence

Who you are

• Bachelor's degree in Marketing, Communications, or a related field
• Proven experience as a Social Media Manager or similar role
• Excellent knowledge of social media platforms and best practices
• Strong copywriting and content creation skills
• Familiarity with social media management tools and analytics
• Ability to work independently and as part of a team
• Strong communication and interpersonal skills
• Ability to multitask and prioritize tasks in a fast-paced environment
• Creative thinking and problem-solving abilities
• Strong attention to detail and organizational skills
• Excellent time management and project management skills
• A passion for staying current with industry trends and emerging technologies
• A strong understanding of Glean Work's brand, mission, and values

Benefits

• Competitive compensation
• Healthcare
• Flexible work environment
• 401k
• Unlimited PTO
• Transparent culture
• Learning and development opportunities
• Company events
• Free meals

For California based applicants:

The standard base salary range for this position is $$115,000 - $179,280 annually. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.

What you will do and achieve:

• Spending a lot of time with our customers to deeply understand their knowledge needs
• Developing key parts of our product roadmap, marrying customers’ needs with our product vision
• Empowering your team by giving context, setting direction, and building alignment
• Driving customer-focused decisions, clear prioritization, and efficient execution
• Coordinating cross-functionally with with leadership, go-to-market teams, and other key stakeholders across the company
• Building processes that will scale as our team and company go through rapid growth

Who you are:

• You have 3+ years of experience as a product manager at a B2B SaaS company. Experience working on collaboration, productivity, or ML/ranking tools is a plus.
• You have a strong technical background and excel at analytical thinking
• You are an excellent written and verbal communicator
• You have a proven track record of taking ownership, taking initiative, and delivering results
• You collaborate effectively with cross-functional partners
• You have a learning and growth mindset
• You are mission-first and understand that your success is measured by your product and team’s success

What you will do and achieve:

• Spending a lot of time with our customers to deeply understand their knowledge needs
• Developing key parts of our product roadmap, marrying customers’ needs with our product vision
• Empowering your team by giving context, setting direction, and building alignment
• Driving customer-focused decisions, clear prioritization, and efficient execution
• Coordinating cross-functionally with with leadership, go-to-market teams, and other key stakeholders across the company
• Building processes that will scale as our team and company go through rapid growth

Who you are:

• You have 3+ years of experience as a product manager at a B2B SaaS company, preferably serving large enterprises. Experience working on collaboration, productivity, or ML/ranking tools is a plus.
• You have a strong technical background and excel at analytical thinking.
• You are an excellent written and verbal communicator.
• You have a proven track record of taking ownership, taking initiative, and delivering results.
• You collaborate effectively with cross-functional partners.
• You have a learning and growth mindset.
• You are mission-first and understand that your success is measured by your product and team’s success.

Benefits

• Competitive compensation
• Healthcare
• Flexible work environment and time-off policy
• 401k
• Transparent culture
• Learning and development opportunities
• Company events
• Free meals

For California based applicants:

The standard base salary range for this position is $105,000 - $240,000 annually. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.

About the role

We are seeking an experienced Technical Writer to manage our pre-sales and post-sales technical documentation, including information on how Glean works such as explaining key parts of the architecture, how Glean maintains security and how to connect various third-party applications. The successful candidate will be responsible for defining the content information structure, writing and collaborating with the engineering team to keep technical documentation up-to-date.

Key Responsibilities:

• Develop and maintain comprehensive technical documentation for pre-sales and post-sales processes, including user guides, system overviews, and integration instructions
• Collaborate with the engineering team and other stakeholders to gather necessary information and ensure the accuracy of technical documents
• Define and implement the content information structure, including where documents should live and how they should be organized
• Work closely with the web development team to provide requirements for implementing the knowledge base
• Establish and maintain a consistent tone and style across all technical documents, ensuring a professional and easy-to-understand presentation
• Continuously update and revise documentation to ensure alignment with the latest product updates, features, and best practices
• Manage multiple projects and priorities effectively, ensuring timely delivery of high-quality documentation

You will thrive at this role if:

• You have a Bachelor's degree in Technical Writing, English, Communications, Engineering, or a related field
• You have 3+ years of experience in technical writing, preferably within the SaaS industry
• You have Demonstrated ability to create clear, concise, and comprehensive technical documentation
• You are excellent at project management and organizational skills, and have the ability to prioritize and manage multiple projects simultaneously
• You possess strong communication and interpersonal skills, with experience working with engineering teams and other stakeholders
• You are proficient in documentation tools and technologies, such as Zendesk, Contentful, Markdown, etc

Benefits

• Competitive compensation
• Healthcare
• Flexible work environment
• Transparent culture
• Learning and development opportunities
• Company events
• Free meals

Job description

Minimum REQUIRED Knowledge, Skills, and Abilities:

• 6 months to 1 year of sales or related professional experience
• Basic knowledge of workplace SaaS software a plus
• Excellent written/verbal communication skills
• Strong problem solving skills
• Highly motivated, driven and self-starting individual with a positive attitude
• Ability to work in a fast paced, team environment
• Ability to understand business requirements and organizational structure
• Excellent time management/organizational skills
• Track record of success in a performance and metrics driven role
• The ambition and hope to grow and advance a career in sales
• Bachelor's degree from an accredited university

Benefits:

• Competitive compensation
• Healthcare
• Flexible work environment and time-off policy
• 401k
• Transparent culture
• Learning and development opportunities
• Company events
• Free meals

What you will do and achieve:

Job Description

• This is the first ops and support hire on our global partnerships team as we scale our fast-growing partner ecosystem.
• Looking for a highly organized and proactive professional with a passion for building and nurturing successful partnerships. Dynamic and results-driven, this role will be crucial to manage and optimize our partnerships by ensuring seamless onboarding, fostering strong relationships with partners and our sales team, and helping to drive overall partnerships success.
• Our first PSR will be responsible for the following:
• Partner Onboarding
• Evaluate, process, and respond to inbound partner applications
• Deliver initial enablement materials and trainings
• Identify and recruit target partners as needed
• Enablement
• Help create Glean’s partner enablement strategy and roadmap
• Create relevant enablement materials e.g. demo recordings, customized marketing collateral, etc.
• Recurring Glean onboarding classes for all new partners
• Biweekly partner support office hours (in-region)
• Ongoing Support
• Create and maintain a partner support intake form
• Provide support and guidance on product and solution offerings as needed
• Serve as first point of contact for partner inquiries and requests
• Marketing & Scaled Communications
• Serve as a liaison between Glean marketing and partners to convey the latest and most relevant materials
• Maintain regular comms with partners e.g. product updates, upcoming events
• Share time-sensitive and relevant updates e.g. pricing changes
• Deal management
• Submit, process, and track Marketplace deals (GCP, AWS)
• Ensure reporting is accurate and easily trackable via dashboards
• The ideal candidate has the following skills:
• Partner Program Knowledge: You have experience navigating and working with partner programs
• Problem Solving: You’re willing to lean in and help in multiple ways; to be responsive; to aspire to be helpful by thinking critically
• Teamwork: You have the ability and initiative to work across functional teams to deliver actionable answers
• Dangerous with data: You bring relevant information to the conversation, can build your own Salesforce reporting, dashboards, and basic analysis
• 3+ years of experience in partnership programs at a top technology or other market leading company.

Position Overview

The Sales Development Ops role is a pivotal part of our marketing and business development efforts. This role is a stepping stone to B2B SaaS sales domain and will expose you to different roles that form the foundation of GTM teams. You will collaborate closely with the sales and marketing teams to drive revenue growth and contribute to the company's success.

Key Responsibilities

Lead Generation:
Conduct research to identify potential leads within the target markets of NA, EMEA & APAC.
Manages lead flow, checks new prospects for fit and potential, reviews the accuracy of included information, performs research and analysis to find additional people and data in each account.
Utilize various tools and platforms to build and maintain a robust list of new accounts and leads for the Sales teams.
Create these leads on Salesforce.

Marketing Collaboration:
Collaborate with the marketing team to enrich data for leads received from field events.
Contact and engage with potential leads for field event registration drives
Research new events for speaking engagements for our Sales & R&D Execs
Reach out to event organization teams when required

Sales Collaboration:
Maintain open and transparent communication with sales regarding lead progress and status.
Collaborate with the sales team to fill in gaps in their account books.

Relationship Building:
Engage in effective follow-up activities through nurture campaigns for leads from past field events.

Reporting and Analysis:
Maintain accurate records of all lead interactions and status updates in the CRM system.
Generate and present regular reports on lead generation and conversion metrics.
Use data-driven insights to optimize lead development strategies.

Qualifications:

- Bachelor's degree in Business, Marketing, or a related field (preferred but not required).

- Proven 1-3 years of experience in lead generation, business development, or sales.

- Strong communication and interpersonal skills.

- Excellent organizational and time management abilities.

- Familiarity with CRM software and prospecting tools such as LeeadIQ, LinkedIn Sales Navigator, Lusha, Zoominfo etc.

- A self-starter with a results-driven mindset.

- Ability to work collaboratively in a team-oriented environment.

What you will do and achieve:

• Generate new business leads to fuel the sales pipeline and collaborate with other BDRs and AEs
• Drive net new business meetings by creating and executing targeted campaigns leveraging email, social media, and other emerging prospecting technologies
• Help create and prioritize strategic target account lists within a defined territory
• Research and build new and existing accounts (i.e.: account research, adding contacts, emails)
• Data clean-up and maintenance (list building, list enrichment, process optimization for Sales Dev tech stack)

Minimum REQUIRED Knowledge, Skills, and Abilities:

• Excellent written/verbal communication skills
• Strong problem solving skills
• Highly motivated, driven and self-starting individual with a positive attitude
• Ability to work in a fast paced, team environment
• Ability to understand business requirements and organizational structure
• Worked with US prospects and customers.
• Excellent time management/organizational skills
• Experience working with prospecting tools like Linkedin Sales Navigator, Zoominfo, LeadIQ and so on.
• Track record of success in a performance and metrics driven role
• Bachelor's degree from an accredited university
• 2-4 years of sales or related professional experience a plus
• Basic knowledge of workplace SaaS software a plus

We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organization. We're committed to an inclusive and diverse company. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.

This role will report directly to the Head of Sales Operations.

What you will do and achieve:

Role

Glean is seeking a talented Resident Solution Architect (RSA) to join our rapidly expanding, venture-backed startup. Glean is the work assistant with intuition. Find exactly what you need, right when you need it so you and your team can get big things done. Join our hard-working team and elevate your career. We are professional, creative, passionate, and, most importantly - customer-obsessed.

You will be the primary technical advisor to our customers post-sale, focusing on our Enterprise & Strategic segment, where the architecture and integration demands are high. You will guide customers through their architecture, design, and implementation of Glean within their enterprise architecture.

What you will do:

• Establish and maintain your role as the customer's primary technical advisor. Think of yourself as the CTO of the customer relationship.
• Work with customers to onboard new datasources and implement custom integrations of Glean into their work environment and business application architecture
• Build and provide tools, templates, and documentation for customers to leverage in integrating with Glean based on their business application stack
• Identify opportunities with the customer to expand the use of Glean within their business application architecture
• Provide training and guidance to customer technical resources to enable them to manage, support, and extend Glean in their environment
• Align technical plans with customers and Glean Customer Success to ensure priorities between Glean and the customer are fully aligned and executed against
• Assist with issue identification, troubleshooting, and remediation for your assigned customers through resolution
• Work with Product Management and Engineering to drive improvements to the product helping customers expand their adoption of Glean
• Be an active member of the Glean customer technical community

Your core attributes include:

• Clear Communicator: professional presentation and interaction skills with both customers and internal teams
• Analytical: taking multiple inputs and approaches to issues to ensure the troubleshooting and resolution path is optimal
• Drive: ability to engage in and handle multiple issues of different priorities gracefully
• Detail-oriented: highly organized and methodical, ensuring all issues are managed to completion

Key knowledge and skills required:

Technical skills:

• Software development experience in at least two of the following: Python, Java, Go
• API and custom data integration experience in a Hybrid or SaaS environment
• Technical debugging: log analysis, code analysis, end-to-end transaction tracing
• Networking expertise: a deep understanding of networking, including cloud and on-premise networking
• Experience in at least two of the following disciplines: Software Engineering, Pre-Sales Engineering, Post-Sales Engineering, Professional Services, Support Engineering
• Hands-on experience with Cloud technologies in at least one of the following: Google Cloud Platform (GCP), Amazon Web Services (AWS), or Microsoft Azure
• Security & audit experience: able to fully understand the technical and audit framework of the product and represent it with customer security & audit stakeholders

Interpersonal skills:

• Communication: professional presentation and interaction skills with both customers and internal teams
• Project planning: plan and execute the implementation of customer projects
• Self-motivated: a proactive approach to delivering service to customers
• Detail-oriented: highly organized and methodical, ensuring all issues are managed to completion
• Data-driven: utilize metrics and objective measurements to assess success and improvement opportunities for customers
• Pre or Post-sales Solution Architect experience in a product-led company is a huge plus

Education:

• Bachelor’s Degree in Computer Science or equivalent with at least three years of industry experience or Masters in Computer Science or equivalent with at least 1 year of industry experience.

We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organization. We're committed to an inclusive and diverse company. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.

• Own the implementation, customization, proactive and reactive support for Glean customers
• Provide first response, technical troubleshooting, resolution and follow-through of customer issues and inquiries
• Assist customers in on-boarding additional datasources into Glean to increase the content and knowledge for their users' search experience
• Educate customers on the use of Glean product features as needed
• Identify system and user health issues through analysis key metrics, devise a remediation plan and execute while coordinating and updating the customer when needed
• Handle customer-impacting alerts which require coordination with customer admin and system resources through resolution
• Work closely with teams across Glean to drive product, process and service improvements

Who you are

• Communication: professional presentation and interaction skills with both customers and internal teams
• Project planning: plan and execute technical implementation of customer projects including configuration and customization with integrations to SaaS-based systems
• Self-motivated: proactive approach to delivering service to customers
• Detail-oriented: highly organized and methodical, ensuring all issues are managed to completion
• Data-driven: utilize metrics and objective measurements to assess success and improvement opportunities for customers

Key knowledge and skills

• Problem solving: technical problem solving skills including ability to troubleshoot and isolate issues to their root cause
• Ability to debug issues including searching & reading application logs and analyzing stack traces and browser trace files
• Experience in at least one of the following disciplines: Customer Solutions Engineering, Support Engineering, Professional Services
• Hands-on experience in at least one of the following: Search technologies, Knowledge technologies, SaaS-based system integrations
• Experience with Cloud technologies in at least one of the following: Google Cloud Platform (GCP), Amazon Web Services (AWS) or Microsoft Azure

Role

Glean is looking for a talented Technical Support Engineer to join our rapidly expanding, venture-backed startup. We are building a modern knowledge assistant personalized to every employee in your organization, making all information within your company accessible, contextual, and fresh. Our team works hard and plays hard. We are professional, creative, passionate, and most importantly - customer-driven.

You will provide proactive & reactive support to our growing customer base. By providing the highest level of service to our customers, you will ensure our customer experience is the best in the industry.

What you will do and achieve

• Provide first response, technical troubleshooting, resolution, and follow-through of inbound customer issues and inquiries
• Assist customers in on-boarding additional datasources into Glean to increase the content and knowledge for their users' search experience
• Execute on customer change requests initiated by customer request and internal request
• Educate customers on the use of Glean product features
• Fully handle customer-impacting alerts which require coordination with customer administrators
• Work closely with teams across Glean to drive product, process and service improvements
• Author and maintain the internal and customer-facing knowledge base to drive customer solution self-service

Who you are

• Communication: professional presentation and interaction skills with both customers and internal teams
• Self-motivated: proactive approach to delivering service to customers
• Detail-oriented: highly organized and methodical, ensuring all issues are managed to completion

Key knowledge and skills

• Problem solving: technical problem solving skills including ability to troubleshoot and isolate issues to their root cause
• Ability to debug issues including searching & reading application logs and analyzing stack traces and browser trace files
• Strong system fundamentals with demonstrated ability to work with Linux systems and SQL databases
• Experience with Cloud technologies in at least one of the following: Google Cloud Platform (GCP), Amazon Web Services (AWS) or Microsoft Azure

Education:

• Bachelor’s Degree in Computer Science or equivalent with at least 1 year of industry experience or Masters in Computer Science or equivalent.

Benefits

• Competitive compensation
• Healthcare
• Flexible work environment
• 401k
• Unlimited PTO
• Transparent culture
• Learning and development opportunities
• Company events
• Free meals

For California based applicants:

The standard base salary range for this position is $90,000 - $125,000 annually. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.

We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organization. We're committed to an inclusive and diverse company. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.