Designated Technical Support Engineer, Ops

Glean Technologies is building AI-powered ways to help teams work smarter, and this Support Organization role is designed to strengthen support effectiveness through metrics, AI tooling, and operational excellence. You will help turn customer support data into actionable insights, own AI-powered support experiences, and partner across teams to launch improvements that land with clear guardrails and measurable outcomes. The role is based in Mountain View, CA (hybrid, 4 days per week in office).

What you’ll do

You will define and continuously refine Support performance metrics such as ticket volume, TTR, CSAT, deflection, automation rate, containment, backlog health, and agent effort. To make this measurable work accessible, you will build and maintain dashboards and recurring reports using spreadsheets and BI tools (for example Sigma / Looker / Tableau), helping Support and CX leadership see performance trends, risks, and opportunities on an ongoing cadence.

This position also serves as the operational owner for AI-powered support tools. You will manage configuration, monitoring, and continuous improvement for tools such as Glean agents, internal copilots, routing or triage bots, AI-enabled macros, and deflection experiences. You will analyze agent and automation performance signals (including resolution rate, handoff quality, mis-routes, and downvotes), then run structured experiments on prompts, workflows, and routing rules to improve outcomes.

Working closely with Product, Engineering, and Data Science, you will scope and launch new AI use cases for Support, including intelligent routing, duplicate detection, auto-tagging, SLA risk prediction, and backlog forecasting. You will also ensure AI and automation rollouts include guardrails, runbooks, and monitoring, with human support workflows that integrate smoothly with AI experiences.

In addition, you will lead special projects to improve productivity and customer experience, such as new queue designs, channel strategy updates, AI rollout pilots, and process re-designs. You will own work-back plans, alignment, risks, and communication, and partner with CX Ops and 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.

You will document support processes through SOPs and runbooks, maintain an internal knowledge base and enablement content for Support tooling and AI features, and partner with Support leadership to define SLIs and SLOs for Support operations and AI tools, including alerting and actionable runbooks when thresholds are breached.

What you bring

• 5+ years of experience in CX Operations, Revenue Operations, or related GTM operations roles, ideally in B2B SaaS
• Proven ability to build or materially improve CS systems and processes (for example health scoring, renewals forecasting, playbooks, segmentation) with 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 building structure in ambiguity is required
• Curiosity for process, workflow, and AI-related challenges that improve team outcomes
• Customer-driven mindset focused on both internal support effectiveness and end-customer experience
• Systems thinking and comfort simplifying complexity by mapping how tools, data, and processes connect
• Data-driven experimentation, including forming hypotheses, running experiments, and measuring impact, especially for AI and automation
• Continuous learning with a habit of documenting, measuring, and refining practices as AI capabilities evolve

Tools you’ll work with

• Sigma, Looker, Tableau, SQL
• Glean agents, internal copilots, routing/triage bots, macros with AI, deflection experiences
• Zendesk bots
• Fin

Compensation & benefits

• Base salary range: $120,000 - $175,000 annually
• Compensation may vary based on factors such as location, level, job-related knowledge, skills, and experience
• Certain roles may be eligible for variable compensation, equity, and benefits
• Medical, Vision, and Dental coverage
• Generous time-off policy
• Opportunity to contribute to your 401k plan
• Home office improvement stipend
• Annual education and wellness stipends
• Healthy lunches daily
• Regular events

AI-first mindset at Glean

As part of the interview process, you will complete a brief AI-focused exercise or discussion so Glean can understand how you think about, design, and use AI to drive impact in your role.