Designated Technical Support Engineer, Ops

Glean is seeking a highly analytical individual to sit within the Support Organization and focus on making our Support team more effective through metrics, AI‑powered tooling, and operational excellence.

- Metrics, Reporting & Insights

- Define, track, and continuously refine Support metrics, including ticket volume, TTR, CSAT, deflection, automation rate, containment, backlog health, and agent effort.

- Build and maintain dashboards and recurring reports in spreadsheets and BI tools (e.g., Sigma / Looker / Tableau) to give Support and CX leadership clear visibility into performance and trends.

- Present insights and recommendations to Support and CX leadership on a regular cadence, highlighting risks, opportunities, and the impact of AI/automation initiatives.

- AI Tooling, Agents & Automation

- Serve as the operational owner for AI‑powered support tools (e.g., Glean agents, internal copilots, routing/triage bots, macros with AI, deflection experiences), including configuration, monitoring, and continuous improvement.

- Analyze agent and automation performance (resolution rate, handoff quality, mis‑routes, downvotes) and run structured experiments on prompts, workflows, and routing rules to improve outcomes.

- Partner with Product, Engineering, and Data Science to scope and launch new AI use cases for Support (e.g., intelligent routing, duplicate detection, auto‑tagging, SLA risk prediction, backlog forecasting).

- Ensure AI/automation features are rolled out with clear guardrails, runbooks, and monitoring, and that human support workflows integrate smoothly with AI experiences.

- Program & Project Management

- Lead special projects that materially improve Support productivity and customer experience (e.g., new queue designs, channel strategy updates, AI rollout pilots, process re‑designs).

- Own work‑back plans, stakeholder alignment, risks, and communication for these initiatives, ensuring projects land on time and with clear success metrics.

- Partner with CX Ops and cross‑functional stakeholders to design and run A/B tests and quasi‑experiments across macros, forms, flows, and AI experiences, quantifying impact on FRT, TTR, CSAT, deflection, and agent effort.

- Process Design & Knowledge

- Analyze support workflows and ticket data to identify operational inefficiencies and recommend process improvements across tools, queues, and channels.

- Document support processes, SOPs, and runbooks; maintain internal knowledge base and enablement content for Support tooling and AI features.

- Partner with Support leadership to define SLIs/SLOs for Support operations and AI tools, with clear alerting and actionable runbooks when thresholds are breached.

- 5+ years of experience in CX Operations, Revenue Operations, or related GTM operations roles, ideally in B2B SaaS.

- Track record of building or materially improving CS systems and processes (health scoring, renewals forecasting, playbooks, segmentation) and demonstrating measurable impact on retention, expansion, or health.

- Strong understanding of key post-sales metrics and leading indicators

- Experience operating in high‑growth or startup environments where you’ve had to build structure in ambiguity.

- Curious: Eager to tackle process, workflow, and AI‑related challenges to improve team outcomes.

- Customer‑driven: Motivated by improving both internal support processes and the end customer’s experience.

- Systems thinker: You enjoy mapping how tools, data, and processes fit together and simplifying complexity for others.

- Data‑driven experimenter: You’re comfortable forming hypotheses, running experiments, and measuring impact, especially around AI and automation.

- Continuous learner: Always looking for opportunities to document, measure, and refine team practices as AI capabilities evolve.

- Nice‑to‑Have Skills:

- Proficiency with SQL and at least one BI platform (e.g., Sigma, Looker, Metabase, Tableau).

- Prior experience designing or operating support automations and AI agents (e.g., Fin, Glean agents, Zendesk bots, workflow tools).

- Experience driving change management in support organizations, including training, communications, and adoption measurement.

- Working knowledge of SaaS products and/or cloud technologies.

- Familiarity with knowledge base management and content creation.

The standard base salary range for this position is $120,000 - 175,000 annually. 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 offer a comprehensive benefits package including competitive compensation, Medical, Vision, and Dental coverage, generous time-off policy, and the opportunity to contribute to your 401k plan to support your long-term goals. When you join, you'll receive a home office improvement stipend, as well as an annual education and wellness stipends to support your growth and wellbeing. We foster a vibrant company culture through regular events, and provide healthy lunches daily to keep you fueled and focused.

We’re committed to building and sustaining a diverse, inclusive workplace. We strive to attract and retain people with a wide range of backgrounds, experiences, and perspectives, and we do not discriminate on the basis of gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.

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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. Feel free to reference any tools, platforms, or workflows you use today — prior Glean experience isn't required.

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