Escalation Manager

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

Glean is looking for a talented multitasking Technical Escalation Manager to join our rapidly expanding, venture-backed startup.  We are building a modern knowledge assistant personalized to every employee in your organization, making all information within your company accessible, contextual, and fresh. Our team works hard and plays hard. We are professional, creative, passionate, and most importantly - customer-obsessed.

Technical Escalation Manager is a critical role within our organization, responsible for overseeing the resolution of complex technical issues escalated by customers. This position requires a blend of technical expertise, customer-focused problem-solving, and strong communication skills. The Technical Escalation Manager will work closely with customers, support teams, and engineering to ensure that escalated issues are resolved efficiently and effectively, thereby enhancing customer satisfaction and product reliability.

Key Responsibilities:

1. Manage Technical Escalations:
• Serve as the primary point of contact for escalated technical issues from customers, ensuring thorough understanding and documentation of the problem.
• Lead the investigation of escalated cases, coordinating with engineering and support teams to diagnose and resolve issues.
2. Cross-Functional Collaboration:
• Collaborate with Product Management, Engineering, and Quality Assurance teams to identify root causes of technical problems and implement solutions.
• Facilitate regular meetings with stakeholders to discuss ongoing escalations and resolution strategies.
3. Customer Communication:
• Maintain direct communication with customers throughout the escalation process, providing regular updates and managing expectations.
• Gather customer feedback and insights during the resolution process to ensure their needs are met.
4. Root Cause Analysis:
• Conduct thorough analyses of technical issues to identify underlying causes, documenting findings and recommending improvements to prevent recurrence.
• Work with engineering teams to develop and implement long-term solutions based on root cause analysis.
5. Documentation and Knowledge Management:
• Create and maintain comprehensive documentation of escalated issues, resolutions, and best practices.
• Contribute to the development and improvement of internal knowledge base articles and training materials.
6. Process Improvement:
• Analyze trends in technical escalations to identify areas for process enhancement, efficiency gains, and customer experience improvements.
• Recommend and implement changes to escalation processes and workflows based on data-driven insights.
7. Reporting and Metrics:
• Track and report key performance metrics related to technical escalations, including response times, resolution times, and customer satisfaction scores.
• Prepare regular updates for senior management on escalation trends, challenges, and resolutions.
8. Training and Mentoring:
• Mentor and train support team members on best practices for managing technical escalations and troubleshooting complex issues.
• Lead training sessions to enhance team capabilities in technical problem-solving and customer communication.
9. Customer Advocacy:
• Act as a voice for the customer within the organization, ensuring their technical needs and concerns are prioritized in product development and enhancements.
• Build and maintain strong relationships with key customers to enhance loyalty and trust.

Key knowledge and skills required

Must-haves

• Problem solving: technical problem-solving skills including the 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 in troubleshooting REST API issues
• Working experience on SSO, SAML, and OAuth along with network troubleshooting
• Able to fully document issues you manage and contribute to the support knowledge base

Good-to-haves

• Knowledge of SQL/database, Basic Kubernetes, Intermediate/Advanced Linux
• Experience in using Github, Jira & Confluence
• Basic knowledge of LLM’s and how GPT works

We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organization. We're committed to an inclusive and diverse company. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.