Software Engineer (Support Tools Developer)

About Glean

We’re on a mission to make knowledge work faster and more humane. We believe that AI will fundamentally transform how people work. In the future, everyone will work in tandem with expert AI assistants who find knowledge, create and synthesize information, and execute work. These assistants will free people up to focus on the higher-level, creative aspects of their work.

We’re building a system of intelligence for every company in the world. On the surface, you can think of it as Google + ChatGPT for the enterprise. Under the hood, our platform is the connective tissue between AI and knowledge. It brings all of a company’s knowledge together, understands it at a deep level, provides industry-leading search relevance over it, and connects it to generative AI agents and applications.

Glean was founded by a seasoned team of former Google search and Facebook engineers who saw a need in the enterprise space for their technical depth and passion for AI. 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.

Role

The Support Tool Developer is responsible for designing, developing, and maintaining tools that enhance the efficiency of support teams. This role focuses on building software solutions that streamline processes, improve productivity, and optimize the customer support experience. The ideal candidate will work closely with cross-functional teams, including support, engineering, and product, to understand requirements and implement effective tools and systems.

Key Responsibilities:

• Tool Development: Design, build, and maintain custom tools and systems that improve the support team's ability to resolve customer issues efficiently.
• Automation & Integration: Develop automation scripts and integrate support systems to reduce manual tasks and enhance overall workflow.
• Collaboration: Work with support teams to understand pain points and develop solutions that meet their needs.
• Optimization & Performance: Continuously monitor and improve the performance, usability, and scalability of support tools.
• Troubleshooting & Debugging: Identify issues within existing support tools, troubleshoot them, and provide timely fixes or updates.
• Documentation & Training: Document the tools and provide training to support teams to ensure smooth adoption and use of the systems.
• Support & Maintenance: Provide ongoing support and updates for the tools to ensure they continue to meet the evolving needs of the support team.

Key knowledge and skills required

Must-haves

• 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
• 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
• 1+ years of experience in at least one of the following disciplines: Support Engineering, DevOps Engineering, Full stack 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
• Knowledge of SQL/database, Basic Kubernetes and Intermediate/Advanced Linux. Familiarity with infrastructure as code tools like Terraform 
• Experience and certifications in Cloud technologies in at least one of the following: Google Cloud Platform (GCP), Amazon Web Services (AWS), or Microsoft Azure

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.