Infrastructure Support Engineer

We’re on a mission to bring people the knowledge they need to make a difference in the world. 

Glean was founded by a seasoned team of former Google search and Facebook engineers, who wondered why we don’t have an easier way of finding what we need at work. In our personal lives, we have tools to help us find pretty much whatever we need. Why don’t we have that at work? And that was the beginning of Glean.

Glean searches across all your company’s apps to help you find exactly what you need and discover the things you should know. We’re a diverse team of curious and creative people who want to help each other get big things done—so we can help other teams do the same. 

We're backed by some of the Valley's leading venture capitalists—including Sequoia, Kleiner Perkins, Lightspeed, and General Catalyst—and have assembled a world-class team with senior leadership experience at Google, Slack, Facebook, Dropbox, Rubrik, Uber, Intercom, Pinterest, Palantir, and others.

ABOUT THE ROLE:

Glean is looking for a talented Infrastructure 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 your assigned customers, you will ensure customer infrastructure releases and stability is your top priority, and ensure that application support issues are also managed professionally through resolution. 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

Please note that this role will be dedicated to select customers and requires additional background screenings/clearances/training/certification, carry & use of customer-provided equipment, and extended on-call shift timing based on customer contractual obligations.

• Own the infrastructure stability for your designated customer(s).  Assist the Engineering teams in monitoring alerts and troubleshooting errors in the customer’s Glean environment.  
• Actively engage in any customer major incident and write up, deliver, and lead the customer review of any post-incident RCA documents
• Coordinate and execute software releases based on agreed-upon processes & maintenance windows
• Set up new customer projects following Glean’s architectural design and best practices.  Complete project setup in restricted environments, including running Terraform or other setup scripts manually
• Remediate any security vulnerabilities in your customers’ projects.
• Work with customers and Glean’s Security team to maintain security policies, including VPC SC, SCC, NGFW configs.  
• Monitor security vulnerability findings and work with Glean Security and Engineering teams to address them within agreed-upon timeframes with customers
• Assist customers with cloud best practices with respect to the Glean implementation, including org policies, IAM setup, quotas, Disaster Recovery, and LLM setup
• Coordinate all support activities with your assigned customer(s), which may include more stringent access and security processes, ensuring you move with high urgency for their issues.
• Represent the unique needs of your assigned customer(s) with respect to product and security improvements that will improve the customer support experience
• Take ownership of proactive and reactive support for Glean customers by prioritizing issues for your designated customer(s)
• Create and maintain customer-specific runbooks and knowledge articles
• Provide first response, technical troubleshooting, resolution, and follow-through of customer issues and inquiries
• Assist customers in the configuration, set-up, and verification of new content sources and product features to enable them to realize additional value for their users
• Handle customer-impacting alerts which require coordination with customer admin and system resources through resolution

Who you are

• Technically curious: you have a never-ending desire to add technical knowledge and skills to your personal toolkit and share those learnings with your peers
• Fearless: you have an intense need to tackle the toughest customer issues and technically complex issues with the goal of driving customer satisfaction
• Strong communicator: you are a professional presenter with superior interaction skills with both customers and internal teams
• Detail-oriented: you are highly organized and methodical, ensuring all issues are managed to completion
• Data-driven: you utilize metrics and objective measurements to assess success and improvement opportunities for yourself and for the customer experience

Key knowledge and skills required

Must-haves

• Experience and certifications in Cloud technologies in at least one of the following: Google Cloud Platform (GCP), Amazon Web Services (AWS), or Microsoft Azure
• Experience with deployment and release using CI/CD and standard deployment frameworks in a production environment
• Deep knowledge of cloud network and security concepts with practical implementation experience
• Knowledge of SQL/database, Basic Kubernetes and Intermediate/Advanced Linux. Familiarity with infrastructure as code tools like Terraform is essential
• Problem solving: technical problem-solving skills including the ability to troubleshoot and isolate issues to their root cause in cloud environments
• Ability to debug issues including searching & reading application logs, analyzing stack traces and browser trace files
• 2+ years of coding and  debugging experience in Java and Python
• 3+ years of experience in at least one of the following disciplines: Infrastructure Support, Solutions Engineering, Support Engineering, Professional Services, DevOps Engineering
• Must have experience in troubleshooting REST API issues
• Working experience on SSO, SAML, and OAuth along with network troubleshooting
• Experience in using Github, Jira & Confluence

Good-to-haves

• Basic knowledge of LLM’s and how GPT works
• Able to fully document issues you manage and contribute to the support knowledge base
• Hands-on experience in at least one of the following: Search technologies, Knowledge technologies, SaaS-based system integrations

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.