Job Specifications
About Glean
Founded in 2019, Glean is an innovative AI-powered knowledge management platform designed to help organizations quickly find, organize, and share information across their teams. By integrating seamlessly with tools like Google Drive, Slack, and Microsoft Teams, Glean ensures employees can access the right knowledge at the right time, boosting productivity and collaboration. The company's cutting-edge AI technology simplifies knowledge discovery, making it faster and more efficient for teams to leverage their collective intelligence.
Glean was born from Founder & CEO Arvind Jain's deep understanding of the challenges employees face in finding and understanding information at work. Seeing firsthand how fragmented knowledge and sprawling SaaS tools made it difficult to stay productive, he set out to build a better way - an AI-powered enterprise search platform that helps people quickly and intuitively access the information they need. Since then, Glean has evolved into the leading Work AI platform, combining enterprise-grade search, an AI assistant, and powerful application- and agent-building capabilities to fundamentally redefine how employees work.
About The Role
Glean is looking for a talented Cloud Infrastructure 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.
You Will
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
About You
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 experien