Technical Support Engineer (EST shift hours)

Job Application for Technical Support Engineer (EST shift hours) at Glean Back to jobs Technical Support Engineer (EST shift hours) Bangalore, India Apply About Glean: Glean is the Work AI platform that helps everyone work smarter with AI. What began as the industry’s most advanced enterprise search has evolved into a full-scale Work AI ecosystem, powering intelligent Search, an AI Assistant, and scalable AI agents on one secure, open platform. With over 100 enterprise SaaS connectors, flexible LLM choice, and robust APIs, Glean gives organizations the infrastructure to govern, scale, and customize AI across their entire business - without vendor lock-in or costly implementation cycles. At its core, Glean is redefining how enterprises find, use, and act on knowledge. Its Enterprise Graph and Personal Knowledge Graph map the relationships between people, content, and activity, delivering deeply personalized, context-aware responses for every employee. This foundation powers Glean’s agentic capabilities - AI agents that automate real work across teams by accessing the industry’s broadest range of data: enterprise and world, structured and unstructured, historical and real-time. The result: measurable business impact through faster onboarding, hours of productivity gained each week, and smarter, safer decisions at every level. Recognized by Fast Company as one of the World’s Most Innovative Companies (Top 10, 2025), by CNBC’s Disruptor 50, Bloomberg’s AI Startups to Watch (2026), Forbes AI 50, and Gartner’s Tech Innovators in Agentic AI, Glean continues to accelerate its global impact. With customers across 50+ industries and 1,000+ employees in more than 25 countries, we’re helping the world’s largest organizations make every employee AI-fluent, and turning the superintelligent enterprise from concept into reality. If you’re excited to shape how the world works, you’ll help build systems used daily across Microsoft Teams, Zoom, ServiceNow, Zendesk, GitHub, and many more - deeply embedded where people get things done. You’ll ship agentic capabilities on an open, extensible stack, with the craft and care required for enterprise trust, as we bring Work AI to every employee, in every company. About the Role: Glean is seeking 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-obsessed. As a trusted technical resource to the customer, you will drive technical expansion and both proactive & reactive support with 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. You will: 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 About you: 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 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, 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 Good to have experience on using Github, Jira & confluence Basic knowledge on LLM and how GPT works is a plus Location: This role is hybrid (3 days a week in our Bangalore office) This role follows EST shift hours, which are 5:30 PM to 2:30 AM IST. Compensation & Benefits: 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. #LI-HYBRID AI-First Mindset at Glean: At Glean, AI fluency is core to how we work and we're committed to ensuring every new hire feels confident integrating AI into their everyday work. As part of the interview process, you'll complete a brief AI-focused exercise or discussion so we can understand how you think about, design, and use AI to drive impact in your role. 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