Technical Support Engineer ( Japan)

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Requirements:

• Communication: professional presentation and interaction skills with both customers and internal teams
• Project planning: plan and execute technical implementation of customer projects including configuration and customization with integrations to SaaS-based systems
• Self-motivated: proactive approach to delivering service to customers
• Detail-oriented: highly organized and methodical, ensuring all issues are managed to completion
• Data-driven: utilize metrics and objective measurements to assess success and improvement opportunities for customers
• Problem solving: technical problem solving skills including ability to troubleshoot and isolate issues to their root cause
• Ability to debug issues including searching & reading application logs, analyzing stack traces and browser trace files
• Experience in at least one of the following disciplines: Customer Solutions Engineering, Support Engineering, Professional Services
• Hands-on experience in at least one of the following: Search technologies, Knowledge technologies, SaaS-based system integrations
• Experience with Cloud technologies in at least one of the following: Google Cloud Platform (GCP), Amazon Web Services (AWS) or Microsoft Azure
• Must have experience on troubleshooting REST API issues
• Working experience on SSO, SAML and OAuth & network troubleshooting
• Should be able to document the issues and contribute to support knowledge base
• Knowledge on SQL/database, Basics Kubernetes, Intermediate/Advanced Linux
• Good to have experience on using Github, Jira & confluence
• Basic knowledge on LLM and how GPT works is a plus

Responsibilities:

• Own the implementation, customization, proactive and reactive support for Glean customers
• Provide first response, technical troubleshooting, resolution and follow-through of customer issues and inquiries
• Assist customers in onboarding additional data sources into Glean to increase the content and knowledge for their users' search experience
• Educate customers on the use of Glean product features as needed
• Identify system and user health issues through analysis key metrics, devise a remediation plan and execute while coordinating and updating the customer when needed
• Handle customer-impacting alerts which require coordination with customer admin and system resources through resolution
• Work closely with teams across Glean to drive product, process and service improvements