Designated Technical Support Engineer, Ops

Job summary

Responsibilities

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.

• 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…
• 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

What they're looking for

• 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…
• 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.

Tech stack

• Looker
• Tableau
• SQL