Escalation Manager

About Glean:

Founded in 2019, Glean is an innovative AI-powered knowledge management platform designed to help organizations quickly find, organize, and share information across their teams. By integrating seamlessly with tools like Google Drive, Slack, and Microsoft Teams, Glean ensures employees can access the right knowledge at the right time, boosting productivity and collaboration. The company's cutting-edge AI technology simplifies knowledge discovery, making it faster and more efficient for teams to leverage their collective intelligence.

Glean was born from Founder & CEO Arvind Jain's deep understanding of the challenges employees face in finding and understanding information at work. Seeing firsthand how fragmented knowledge and sprawling SaaS tools made it difficult to stay productive, he set out to build a better way - an AI-powered enterprise search platform that helps people quickly and intuitively access the information they need. Since then, Glean has evolved into the leading Work AI platform, combining enterprise-grade search, an AI assistant, and powerful application- and agent-building capabilities to fundamentally redefine how employees work.

About the 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.

You will:

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

About you:

Problem solving: technical problem-solving skills including the ability to troubleshoot and isolate issues to their root causeAbility to debug issues including searching & reading application logs, analyzing stack traces and browser trace filesExperience in at least one of the following disciplines: Customer Solutions Engineering, Support Engineering, Professional ServicesHands-on experience in at least one of the following: Search technologies, Knowledge technologies, SaaS-based system integrationsExperience with Cloud technologies in at least one of the following: Google Cloud Platform (GCP), Amazon Web Services (AWS), or Microsoft AzureMust have experience in troubleshooting REST API issuesWorking experience on SSO, SAML, and OAuth along with network troubleshootingAble to fully document issues you manage and contribute to the support knowledge baseNice to have
Knowledge of SQL/database, Basic Kubernetes, Intermediate/Advanced LinuxExperience in using Github, Jira & ConfluenceBasic knowledge of LLM's and how GPT works

Location: 

This role is hybrid (3 days a week in our Bangalore office)

Compensation & Benefits:

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 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.

#LI-Hybrid

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