Designated Technical Support Engineer, Ops

Glean Work is hiring a Designated Technical Support Engineer, Ops in Mountain View, United States. It pays $120k-$175k a year and Level rates it ; you can apply on Glean Work.

Level's read on this job

Works on AI ●●●○ is how Level rates this role: the daily work is on AI products, without building the model.
The posting mentions Zendesk, ServiceNow and GitHub among its tools and skills.
Level classes it as a senior role.
Glean Work has 130 other open roles on Level.

AI in this role

Drive support effectiveness using metrics, reporting, and AI-powered support tooling.

zendeskservicenowgithubmicrosoft-teamszoom

ai-agentssupport-operationsmetricsanalyticsai-toolingprocess-optimization

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 AI capabilities evolve.
Nice‑to‑Have Skills:
- Proficiency with SQL and at least one BI platform (e.g., Sigma, Looker, Metabase, Tableau).
- Prior experience designing or operating support automations and AI agents (e.g., Fin, Glean agents, Zendesk bots, workflow tools).
- Experience driving change management in support organizations, including training, communications, and adoption measurement.
- Working knowledge of SaaS products and/or cloud technologies.
- Familiarity with knowledge base management and content creation.

Location:

This role is hybrid (4 days a week in our Mountain View office)

Compensation & Benefits: The standard base salary range for this position is $120,000 - 175,000 annually. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits. We offer a comprehensive benefits package including competitive compensation, Medical, Vision, and Dental coverage, generous time-off policy, and the opportunity to contribute to your 401k plan to support your long-term goals. When you join, you'll receive a home office improvement stipend, as well as an annual education and wellness stipends to support your growth and wellbeing. We foster a vibrant company culture through regular events, and provide healthy lunches daily to keep you fueled and focused. We’re committed to building and sustaining a diverse, inclusive workplace. We strive to attract and retain people with a wide range of backgrounds, experiences, and perspectives, and we do not discriminate on the basis of gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race. #LI-HYBRID AI-First Mindset at Glean: At Glean, AI fluency is core to how we work and we're committed to ensuring every new hire feels confident integrating AI into their everyday work. As part of the interview process, you'll complete a brief AI-focused exercise or discussion so we can understand how you think about, design, and use AI to drive impact in your role. Feel free to reference any tools, platforms, or workflows you use today — prior Glean experience isn't required. Global Data Privacy Notice for Job Candidates and Applicants: Depending on your location, the General Data Protection Regulation (GDPR), California Consumer Privacy Act (CCPA), or other privacy laws may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available in our Privacy Policy. By submitting your application, you are agreeing to our use and processing of your data as required. US applicants and their applications are subject to arbitration of disputes as outlined in our Applicant Arbitration Agreement.
By clicking “Submit Application,” I confirm that I have read the Global Data Privacy Notice and the Applicant Arbitration Agreement, and I agree to the terms.

How we rate this

Designated Technical Support Engineer, Ops at Glean Work rates 65 out of 100 for how much of the daily work is AI. That makes it Works on AI (AI Level 3 of 4). The level is about AI in the job, not seniority.

Classification

Works on AI. The daily work is on AI products, without building the model.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.

Key facts

Designated Technical Support Engineer, Ops is an open job at Glean Work.
Level rates this role AI Level 3 of 4: Works on AI.
The listed salary is $120k-$175k a year.
The role is based in Mountain View, CA.
The job was posted on May 12, 2026.
Seniority: senior.
Applications are handled by Glean Work. Apply on Glean Work

Prepare for this job

Built from this posting and from similar jobs on Level.

Skills and AI tools this role asks for

AI agentsSupport OperationsMetricsAnalyticsAI ToolingProcess OptimizationZendeskServiceNow

Questions you could be asked

How do you decide when an AI agent can act on its own versus asking for approval first?
Tell me about a project where support operations was part of your work. What did you do?
Tell me about a project where metrics was part of your work. What did you do?
Tell me about a project where analytics was part of your work. What did you do?
Tell me about a project where ai tooling was part of your work. What did you do?

Adapt your resume

List these exact terms on your resume: AI agents, Support Operations, Metrics, Analytics, and AI Tooling. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
Show where AI is part of your daily process, not a one-off project. This role expects it to be a running habit.

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