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

We are seeking a highly motivated and experienced Technical Support Manager to lead our technical support team. The Technical Support Manager will be responsible for ensuring our customers receive timely and effective technical assistance. This role involves managing a team of support professionals, developing and implementing support strategies, and driving continuous improvement in our support operations.

Key Responsibilities:

Team Leadership and Management:

• Lead, mentor, and manage the technical support team, ensuring high levels of performance and customer satisfaction.
• Conduct regular team meetings, performance reviews, and provide ongoing coaching and development opportunities.
• Foster a positive and collaborative team environment.
• Recruit, train, and onboard new support team members.

Support Operations Management:

• Develop and implement efficient support processes and procedures.
• Monitor and analyze support metrics (e.g., response times, resolution rates) to identify areas for improvement.
• Ensure timely and accurate resolution of customer technical issues.
• Manage the support ticketing system and ensure proper documentation of support interactions.

Customer Relationship Management:

• Act as an escalation point for complex technical issues and customer complaints.
• Build and maintain strong relationships with key customers and stakeholders.
• Gather customer feedback and identify opportunities to enhance the customer experience.
• Proactively communicate with customers regarding product updates, issues, and resolutions.

Process Improvement and Documentation:

• Identify and implement process improvements to enhance support efficiency and effectiveness.
• Develop and maintain support documentation, knowledge base articles, and FAQs.
• Ensure accurate and up-to-date documentation of support processes and procedures.
• Generate reports and analyze data to identify trends and areas for improvement.

Qualifications

• 5-7 years of experience in technical support, with at least 3 years in a management or leadership role.
• Strong technical understanding and problem-solving skills.
• Proven experience in building cross-functional alignment with peer managers in R&D and GTM.
• Experience with support ticketing systems (zendesk) / CRM software.
• Strong analytical skills and the ability to make data-driven decisions to improve operational efficiency.
• Proven ability to lead cross-functional teams and manage multiple projects simultaneously.
• Excellent communication and interpersonal skills.
• Proven ability to lead and motivate a team.
• Ability to work independently and manage multiple priorities.
• Certifications such as ITIL, HDI, or relevant technical certifications are a plus

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

If you are a motivated and experienced leader with a passion for technical support, we encourage you to apply.