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27 Glean Jobs
Infrastructure Support Engineer
Glean
posted 3+ weeks ago
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Key skills for the job
Job Description
- 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
- 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
- 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
- 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
Employment Type: Full Time, Permanent
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