Designated Technical Support Engineer, Ops

About Glean: Glean is the Work AI platform that helps everyone work smarter with AI. What began as the industry’s most advanced enterprise search has evolved into a full-scale Work AI ecosystem, powering intelligent Search, an AI Assistant, and scalable AI agents on one secure, open platform. With over 100 enterprise SaaS connectors, flexible LLM choice, and robust APIs, Glean gives organizations the infrastructure to govern, scale, and customize AI across their entire business - without vendor lock-in or costly implementation cycles. At its core, Glean is redefining how enterprises find, use, and act on knowledge. Its Enterprise Graph and Personal Knowledge Graph map the relationships between people, content, and activity, delivering deeply personalized, context-aware responses for every employee. This foundation powers Glean’s agentic capabilities - AI agents that automate real work across teams by accessing the industry’s broadest range of data: enterprise and world, structured and unstructured, historical and real-time. The result: measurable business impact through faster onboarding, hours of productivity gained each week, and smarter, safer decisions at every level. Recognized by Fast Company as one of the World’s Most Innovative Companies (Top 10, 2025), by CNBC’s Disruptor 50, Bloomberg’s AI Startups to Watch (2026), Forbes AI 50, and Gartner’s Tech Innovators in Agentic AI, Glean continues to accelerate its global impact. With customers across 50+ industries and 1,000+ employees in more than 25 countries, we’re helping the world’s largest organizations make every employee AI-fluent, and turning the superintelligent enterprise from concept into reality. If you’re excited to shape how the world works, you’ll help build systems used daily across Microsoft Teams, Zoom, ServiceNow, Zendesk, GitHub, and many more. You'll be deeply embedded where people get things done. You'll ship agentic capabilities on an open, extensible stack, with the craft and care required for enterprise trust, as we bring Work AI to every employee, in every company. About the Role: 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. You will: 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. About you: 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 A