Technical Support Engineer

Summary

Join Glean, a rapidly growing, venture-backed startup, as a Customer Solutions Engineer! You will be a key technical resource for our customers, driving technical expansion and providing both proactive and reactive support. Fluency in Japanese and English is essential, as you will be assisting Japanese clients. This role involves implementing and customizing Glean for customers, troubleshooting technical issues, and collaborating with internal teams to improve products and services. The position is remote-based in Japan initially. We are looking for a highly organized, data-driven individual with strong problem-solving skills and experience in customer solutions, support engineering, or professional services.

Requirements

• Fluency in both Japanese and English (speaking, reading, and writing)
• Professional presentation and interaction skills with both customers and internal teams
• Plan and execute technical implementation of customer projects including configuration and customization with integrations to SaaS-based systems
• Proactive approach to delivering service to customers
• Highly organized and methodical, ensuring all issues are managed to completion
• Utilize metrics and objective measurements to assess success and improvement opportunities for customers
• Technical problem solving skills including ability to troubleshoot and isolate issues to their root cause
• Ability to debug issues including searching & reading application logs, 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
• Must have experience on troubleshooting REST API issues
• Working experience on SSO, SAML and OAuth & network troubleshooting
• Should be able to document the issues and contribute to support knowledge base
• Knowledge on SQL/database, Basics Kunbernetes, Intermediate/Advanced Linux

Responsibilities

• 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

Preferred Qualifications

• Good to have experience on using Github, Jira & confluence
• Basic knowledge on LLM and how GPT works is a plus

Benefits

Work from home or remotely until an office workspace is established