• Own impactful infrastructure problems from inception and architecture to production launch
• Write well thought out design documents and ship robust, high-quality, well-tested code
• Work collaboratively with a strong team to identify the most impactful projects we should be prioritizing in our roadmap
• Mentor more junior engineers and learn from experienced ones

• Undergraduate/graduate degree in Computer Science, or related degree - degree must be completed before joining
• Strong coding skills (e.g., Go, Python, Java, Javascript, or C++) with solid understanding of data structures, algorithms, and software design principles
• Experience working on infrastructure for distributed systems or cloud-native applications
• Experience building and shipping ML models and/or solving NLP problems
• A team player who thrives in a fast-paced, customer-focused environment, with a passion for learning and staying current with industry trends

• This role is hybrid (3-4 days a week in one of our SF Bay Area offices)

• Manage the employee lifecycle for a team of AI Outcomes Managers to drive high-impact customer enablement, advisory/building on our platform and business value realization with Glean’s products.
• Develop a set of Glean prescriptive adoption playbooks including codifying a set of standard process, templates and assets to drive delivery consistency with our customers
• Engage with executive sponsors and business stakeholders across priority accounts
• Partner cross-functionally with the other leaders of the customer organization including:  Solution Architects, Delivery Excellence Managers and Support to ensure Glean is providing a seamless customer journey to our customers
• Synthesize feedback and business insights from the field, influence Glean’s product roadmap, and collaborate with Product and R&D to shape new features and agent capabilities
• Design, implement, and report on metrics for the AIOM team demonstrating ROI, adoption, and transformation progress for customers
• Serve as a thought leader and subject matter expert on AI outcomes and user transformation; evangelize best practices internally and externally.

• 4+ years of experience in customer-facing, consultative roles (e.g., management consulting, customer success, business transformation, product management, solutions consulting) with an AI/data/enterprise SaaS company.
• 2+ years of leadership experience and demonstrated ability to scale teams and drive business transformation through technology adoption.
• Excellent problem-solving skills and ability to communicate effectively with diverse audiences, from executives to end users.
• Strong data fluency; comfortable with adoption/ROI metrics and business KPIs.
• Consultative, creative, and motivated mindset—excited about helping organizations rethink business processes and work styles with AI.
• Proven product sense and ability to maximize the impact of complex software platforms.
• Experience facilitating workshops and change management programs for business transformation.
• Understanding of modern AI capabilities (prompting, agent workflows, LLMs), with ability to coach others on best practices.

• This role is remote

• Own end-to-end management of strategic customer escalations, ensuring timely resolution, clear communication, and strong alignment across internal stakeholders.
• Drive cross-functional incident and escalation workflows involving Engineering, Product, Support, Customer Success, and leadership teams.
• Establish clear plans of action for escalations, including timelines, owners, risks, dependencies, and communication cadences.
• Act as the primary program lead for high-severity or high-visibility customer issues, maintaining momentum and driving decisions through ambiguity.
• Communicate status, risks, mitigation plans, and resolution progress to internal leaders and customer-facing teams with clarity and precision.
• Partner with technical teams to understand root causes, assess tradeoffs, and unblock execution paths toward resolution.
• Identify recurring themes and systemic issues across escalations, and drive long-term corrective actions with cross-functional partners.
• Improve escalation management processes, operating rhythms, reporting, and tooling to increase responsiveness and reduce customer impact.
• Develop executive-ready summaries and post-incident materials that capture business impact, technical context, and follow-up actions.
• Build trusted relationships across internal teams and help reinforce a culture of urgency, accountability, and customer obsession.

• 7+ years of experience in technical program management, technical account management, support engineering, solutions engineering, or a related cross-functional technical role.
• Proven experience managing complex customer escalations, critical incidents, or high-priority technical programs in a B2B SaaS environment.
• Strong technical fluency and the ability to engage effectively with Engineering teams on product behavior, integrations, APIs, infrastructure, and issue triage.
• Excellent program management skills, including experience driving cross-functional execution, managing stakeholders, and operating effectively under pressure.
• Exceptional written and verbal communication skills, with experience preparing executive-facing updates and customer-sensitive communications.
• Strong analytical and problem-solving skills, with the ability to identify patterns, structure ambiguous problems, and drive durable outcomes.
• Demonstrated ability to influence without authority and align teams with competing priorities around urgent customer needs.
• Customer-obsessed mindset with sound judgment, composure, and a bias for action.
• Experience building or improving escalation programs, incident management processes, or operational reporting is a plus.
• Familiarity with enterprise software environments, customer-facing operations, and technical issue resolution workflows is preferred.

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

• Develop and execute a comprehensive technical training strategy for our SA, AIOM and Support teams, focusing on deep technical knowledge and practical application of Glean's solutions.
• Collaborate with technical leadership to integrate advanced technical concepts into training and coaching, aligning with technical competencies.
• Partner with Field Enablement functions to introduce role-specific onboarding content, ensuring new hires are equipped to understand and communicate Glean's technical value proposition effectively.
• Implement continuous learning programs that cover areas such as advanced product features, security, integration techniques, troubleshooting, and best practices.
• Develop and maintain a library of technical enablement resources, including technical documentation, best practice guides, and case studies demonstrating Glean's impact for the SA, AIOM, and Support teams.
• Work closely with the technical teams to understand their needs and develop content that supports their efforts in demonstrating technical value to customers.
• Partner with technical writing and the SA team to successfully train Glean’s managed implementation partners. 
• Monitor and analyze the effectiveness of technical enablement initiatives and use data to optimize and drive technical effectiveness.
• Facilitate training sessions for the technical teams on effectively leveraging advanced technical concepts and tools.

• 5+ years of experience in a Solutions Architect, Solutions Engineer, Technical support, or related role
• Experience in enablement is a plus!
• Bachelor's degree in Computer Science, Engineering, or related field.
• Proven experience in technical training, technical enablement, or a similar role within a technical environment.
• Deep knowledge of or direct experience with LLMs/AI required. 
• You have experience with cloud environments such as GCP, AWS, or Azure, and are proficient in programming languages like Python or Java.
• You are familiar with API configurations and can effectively demonstrate technical functionalities to non-technical audiences.
• Excellent written and verbal communication skills.
• Strong project management and organizational skills.
• Ability to work effectively in a fast-paced, team-oriented environment.
• Proficiency in content management systems and design software.
• Deep knowledge of technical processes and customer journey mapping.
• Ability to analyze data and use it to make informed decisions.

• This is role is hybrid (4 days a week in our Nashville office)

• Lead AI Products design strategy owning Glean's AI suite including research agents that retrieve and synthesize information, creation tools for AI-generated artifacts, and our enterprise intelligence platform that mines organizational knowledge.
• Translate LLM complexity into intuitive UX developing deep expertise in model capabilities and constraints, creating understandable, trustworthy experiences that build appropriate mental models.
• Create AI-powered research and creation experiences enabling employees to generate documents, presentations, and visualizations that are grounded in company data, follow brand guidelines, and maintain accuracy through intelligent citations.
• Create AI-powered research and creation experiences that synthesize cross-functional data, write documents, make presentations, and output visualizations that are grounded in company data, follow organizational guidelines, and maintain accuracy through intelligent citations.
• Drive 0→1 product innovation systematically identifying opportunities for AI-native products, rapidly prototyping breakthrough experiences, and scaling solutions that deliver step-changes in productivity
• Partner with product and engineering leaders to shape product capabilities, understanding technical constraints while pushing boundaries of what's possible in enterprise AI
• Guide team excellence, mentoring 3-4 senior designers while establishing clear design principles, incorporating user research to understand AI adoption patterns, and ensuring designs drive measurable outcomes

• Experience: 10+ years in product design, including 3+ years designing AI/ML products, preferably LLM-based applications.
• AI expertise: Deep hands-on experience with LLM systems, translating system capabilities into intuitive, user-friendly enterprise products.
• Technical fluency: Strong background enabling detailed discussions about AI architecture, model capabilities, and implementation tradeoffs with engineering teams.
• Portfolio: Examples leading the design of sophisticated AI products at scale, ideally including agent-based systems, content generation tools, or intelligence platforms
• Leadership & impact: Track record of shipping successful AI products with measurable impact on user productivity and satisfaction, while guiding and mentoring other designers

• This role is hybrid (4 days a week in our SF Bay Area offices)

• Discover and build Glean's next product surfaces: Your primary job is 0-to-1 product creation. Nothing about what you're building is predefined - you'll work with your FDPM to identify where Glean's platform can be extended to solve problems no product currently solves, then design and ship it. What you build becomes what Glean ships.
• Lead deep opportunity discovery: Before you write a line of code, you go deep on the business. What's structurally broken? Where is the biggest concentration of unsolved value? What's actually buildable, and what's the fastest path to something real that can be tested and learned from? You'll form strong hypotheses alongside your FDPM and pressure-test them directly with the people who have to live with the outcome.
• Be a technical partner to the C-suite: You'll earn trust at the highest levels of your customer organizations - not just with technical teams, but with the executives who are accountable for outcomes. You can explain what you're building, why it will work, and what the risks are to anyone in the room.
• Scale what works Once something works, you'll make it repeatable - working closely with the core R&D team to ensure the product is scalable
• Stay at the frontier with Glean's R&D team: You'll work closely with Glean's core engineering and product teams, staying ahead of what's possible on the platform and actively shaping how its capabilities evolve. What you encounter in the field directly informs what gets built next.

• You think like a founder. When you walk into a customer, you're curious about the business, digging into what's broken, and figuring out what to build that doesn't yet exist. You're scrappy and resourceful, you move fast enough to learn, and you're as comfortable in a strategic discussion with a CEO as you are deep in a codebase. You've shipped actual products that real people use, that drove real outcomes - and you want to do it at a higher level of ambition.
• 0-to-1 build track record: You've built production software from scratch in ambiguous environments. You can point to something that didn't exist before you showed up and is now used by real people at scale.
• Production AI experience: You've shipped AI-powered solutions in the real world - prompt engineering, agent development, evaluation frameworks, deployment at scale. Not just prototypes.
• Full-stack technical depth: Strong programming skills across the stack with a deep understanding of and experience with how enterprise systems actually work.
• Business acumen: You can walk into a customer, identify where the real problems are, and connect that diagnosis to a product hypothesis - without being handed a brief.
• Customer instinct: You build trust quickly at every level of an organization, communicate with clarity, and know how to tailor your depth to the room.
• Builder's judgment: You know what's actually buildable, how long it will take, and when to simplify scope to get something real into production faster. You spot problems early and solve them independently.
• Curiosity and scrappiness: You're driven to understand problems deeply before solving them, and resourceful enough to find a path forward when none is obvious.
• Experience: 4+ years in technical roles with a track record of shipping production software. Former technical founders are strongly encouraged to apply.
• Willingness to travel: This role requires 25–50% travel.
• Nice to Have:
  • Experience as a founder, at a top-tier technology company, or in a forward deployed engineering role.
  • A technical degree in CS, engineering, math, or a related field.
  • Deep familiarity with LLMs, retrieval systems, and evaluation frameworks.
  • Experience driving technology adoption inside large enterprises.

• This role is hybrid (3-4 days a week in one of our SF Bay Area offices)
• This role requires 25-50% travel

• Own multi‑quarter programs across our highest‑impact connectors (Microsoft 365, Google Workspace, Slack, Atlassian, Salesforce, GitHub, etc.) and the platform capabilities that power all connectors.
• Work closely with tech leads and architects on system design, scalability, and reliability of our connectors stack.
• Design the operating model and technical roadmap that allows us to scale from dozens to hundreds of high‑quality connectors without linear increases in operational burden.
• Technical Leadership: Lead design reviews to balance immediate customer needs with long-term platform scalability.
• Operational Excellence: Drive connector reliability by setting strict SLOs for data freshness and error rates. Build the telemetry and root-cause culture needed to shift from reactive fixes to proactive, high-uptime operations.
• Lifecycle Management: Manage the full connector lifecycle from intake and compliance to GTM launch. 

• 5+ years in TPM, PM, or Engineering, with 3+ years leading complex B2B SaaS or cloud infrastructure programs.
• Deep experience in large-scale distributed data pipelines and enterprise identity/security constraints.
• Experience with AI/ML, data pipelines, and API integrations.
• Proven ability to turn ambiguous problems into clear roadmaps, influence architectural designs with staff engineers, and lead rigorous operating rhythms like design reviews and post-mortems.
• Excellent written and verbal communication: able to write crisp technical program docs and status updates, and comfortable presenting trade‑offs and recommendations to engineering and product leadership.
• A builder mindset and high ownership: willing to get into logs, dashboards, and traces; comfortable defining new processes and iterating quickly based on what you learn in production.
• Nice to have:
  • First hand experience building MCP Servers across various SaaS Services. 

• This role is a hybrid (4 days a week in our Palo Alto office)

• Collaborate with product data science and engineering teams to identify techniques, tooling and process improvements in online A/B experimentation to assist rigorous decision making across all relevant product domains. 
• Develop and maintain our A/B experimentation platform based on stakeholder feedback
• Write code or identify vendors to deploy these techniques to production in a scalable manner that’s easy to use by engineering, product data science, product management and design teams
• Conduct end to end evaluation of various hero use cases like document/URL uploads, including evaluation set generation, coming up with evaluation criteria and methods to interpret the results.
• Break down end to end evaluations into more granular evaluation of various tasks & skills including but not limited to content summarization/analysis/generation, multi-step reasoning & strategizing, tool selection & use, coding & system design.
• Design, develop and own best practices, tools and processes across various evaluation problems, e.g. query intent classification, standardizing the use of best statistical principles to handle LLM stochasticity, industry benchmarking.

• You have 5+ years of experience as a Masters degree holder, 3+ as a PhD degree holders (Masters/PhD degree in Statistics, Mathematics or Computer Science, or another quantitative field)
• You’re strong in statistics and/or machine learning. You have experience in applying these skills into tangible improvements in products, internal tools, and processes in a pragmatic way that puts business urgencies first.
• You are very proficient in Python, e.g. proficient enough to maintain an internal source-controlled library used by dozens of others.
• You are concise and precise in written and verbal communication. Technical documentation is your strong suit.
• You are proficient in SQL and the modern data stack (e.g. source-controlled dbt pipelines for ETL/ELT).
• You are strong at defining good product KPIs/guardrail metrics, dashboarding and analysis of raw data to derive strategic insights.
• You have experience in B2B SaaS.
• You have experience working on ranking, developing, and maintaining A/B experimentation platforms and/or ML measurement problems.
• You are passionate about using AI to improve the productivity of data teams as well as non-data professionals trying to derive more value of their company’s data.

• This role is hybrid (3-4 days a week in one of our SF Bay Area offices)

• Manage and support U.S. employment-based immigration processes (H-1B, O-1, J-1, OPT/STEM, extensions), partnering closely with external immigration counsel and serving as the primary point of contact for employee immigration and work authorization matters
• Ensure compliance with U.S. immigration and benefits laws and company policies by maintaining accurate employee data, documentation, and reporting across HRIS and ticketing systems
• Build, document, and continuously improve SOPs, workflows, and policies to support scalable immigration, global mobility, and benefits operations
• Support U.S. benefits administration by partnering with external benefits administrators on open enrollment, new hire setup, and ongoing employee benefit inquiries

• 2+ years of experience supporting U.S. immigration and benefits administration
• Working knowledge of U.S. immigration laws and U.S. benefits regulations
  
• Experience using HRIS platforms, benefits systems, and ticketing tools
• Ability to thrive in a fast-paced environment, independently manage multiple workstreams, and confidently respond to a high volume of immigration-related questions

Location: 

• Oversee the entirety of your greenfield features from inception to implementation, experimentation, launch and beyond
• Work with designers, product managers, data scientists, and other engineers to understand our problem space and create elegant solutions
• Architect REST APIs that are backed by stable, scalable server side implementations and maximize web client flexibility for rapidly meeting evolving product requirements
• Write robust code that’s efficient, easy to read, maintain and test
• Mentor more junior engineers or learn from battle tested ones

• BA/BS in computer science, or related degree
• Experience of building and shipping scalable features in the backend

• Thrive in a customer-focused, tight-knit and cross-functional environment
• A proactive and positive attitude to lead, learn, troubleshoot and take ownership of both small tasks and large features
• A user-centric and empathetic mentality for building products
• Experience in building scalable & maintainable backend systems
• Love authoring easy-to-hold and future-proof REST APIs, OpenAPI is a plus
• Experience building distributed CRUD level functionality, ideally both SQL and NoSQL
• Comfortable in or desire to master Golang and Java 

• Lead end-to-end product development programs, spanning ideation, design, engineering, and launch.
• Build and maintain program plans that drive clarity across teams ensuring transparency in scope, timelines, and ownership.
• Drive execution excellence for cross-functional initiatives, balancing speed with quality.
• Partner with Go-To-Market and Customer Success teams to ensure readiness for product rollouts and customer adoption.
• Facilitate communication across Product, Design, and Engineering to align priorities and unblock delivery.
• Proactively identify and mitigate delivery risks, tradeoffs, and cross-team dependencies.
• Establish clear visibility into execution health using metrics such as velocity, quality, and adoption impact.
• Continuously evolve how Glean plans, tracks, and delivers cross-functional programs thereby improving predictability and accountability.
• Driving the company’s Product roadmap execution, ensuring alignment between product vision, engineering delivery, and customer outcomes.
• Structuring and managing programs for major product launches, platform enhancements, and customer-facing capabilities.
• Partnering with PMs and Eng to define clear requirements, success metrics, and launch criteria.
• Anticipating risks, resolving dependencies, and ensuring smooth execution across engineering and GTM teams.
• Improving execution rigor, building visibility into progress, blockers, and outcomes across multiple teams.
• Driving operational excellence through consistent program cadences, postmortems, and lessons learned.

• BS/MS in Computer Science, Engineering, or a related technical field.
• 8-10+ years of experience in technical program management with a proven track record of driving complex product programs from concept to launch in fast-paced SaaS environments.
• Deep technical background in AI/ML systems, LLMs, and agents, with an ability to translate complex capabilities into practical product impact.
• Strong understanding of software product development, including API design, data systems, and product integration patterns.
• Ability to structure multi-quarter product programs with measurable outcomes.
• Excellent written and verbal communication skills; able to translate between technical and business contexts.
• Demonstrated ability to manage through ambiguity, anticipate risks, and build alignment across diverse teams.
• A builder mindset; proactive, collaborative, and focused on enabling teams to deliver their best work.

• This role is hybrid (4 days a week in one of our SF Bay Area offices)

• Own the proactive and reactive support for Glean customers by prioritizing issues for your designated customer(s)
• Meet with your assigned customers regularly to review issues and develop resolution plans and drive continuous improvement in how you and your Glean teammates provide support to them
• Be available to your assigned customers via collaborative communication channels consistently to ensure you are providing timely responses and updates on issues
• Create and maintain customer-specific runbooks and knowledge articles
• Provide first response, technical troubleshooting, resolution, and follow-through of customer issues and inquiries
• Assist customers in the configuration, set-up, and verification of new content sources and product features to enable them to realize additional value for their users
• Educate customers on the use of Glean product features
• Identify system and user health issues, then create and execute remediation plans while coordinating and updating the customer accordingly
• 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
• Drive key improvement projects that will improve the scale and efficiency of support, while providing upgrades to the customers’ support experience
• Coordinate all support activities with your assigned customer(s), which may include more stringent access and security processes, ensuring you move with high urgency for their issues.
• Represent the unique needs of your assigned customer(s) with respect to product and security improvements that will improve the customer support experience
• Please note that this role will be dedicated to select customers and requires additional background screenings/clearances/training/certification, carry & use of customer-provided equipment, and extended on-call shift timing based on customer contractual obligations.

• Technically curious: you have a never-ending desire to add technical knowledge and skills to your personal toolkit and share those learnings with your peers
• Fearless: you have an intense need to tackle the toughest customer issues and technically complex issues with the goal of driving customer satisfaction
• Strong communicator: you are a professional presenter with superior interaction skills with both customers and internal teams
• Detail-oriented: you are highly organized and methodical, ensuring all issues are managed to completion
• Data-driven: you utilize metrics and objective measurements to assess success and improvement opportunities for yourself and for the customer experience
• 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

Location:

• This role is hybrid (4 days a week in one of our SF Bay Area offices)

Compensation & Benefits:

The standard base salary range for this position is $120,000 - $190,000 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 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

• Oversee the entirety of your greenfield features from inception to implementation, experimentation, launch and beyond
• Provide leadership and mentor more junior engineers
• Work with designers, product managers, data scientists, and other engineers to understand our problem space and create elegant solutions
• Architect data pipelines, AI models, and REST APIs that are backed by stable, scalable server side implementations and maximize product flexibility for rapidly meeting evolving domain requirements
• Write robust code that’s efficient, easy to read, maintain and test

• 5+ years of experience in product engineering
• Experience developing enterprise security products
• Experience in using AI/ML in the product 
• BA/BS in computer science, or related degree
• Experience building and shipping scalable features across the frontend and backend
• Thrive in a customer-focused, tight-knit and cross-functional environment
• A proactive and positive attitude to lead, learn, troubleshoot and take ownership of both small tasks and large features
• A user-centric and empathetic mentality for product development 
• Love authoring easy-to-hold and future-proof REST APIs, OpenAPI is a plus
• Experience building distributed CRUD level functionality, ideally both SQL and NoSQL
• Comfortable with or desire to master Golang, Java and TypeScript
• Comfortable with effective use of AI tools for development

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

• Develop and maintain our Bazel monorepo with support for multiple languages.
• Improve build hermeticity, caching, reproducibility, and dependency management.
• Extend Bazel with custom rules, macros, and integrations.
• Operate and optimize pipelines on GitHub Actions, Kubernetes, and cloud runners.
• Reduce CI latency through remote execution, caching, and parallelization.
• Instrument pipelines with telemetry and dashboards to measure speed, reliability, and cost.
• Build tools and workflows (CLI utilities, IDE plugins, GitHub bots) that improve day-to-day developer experience.
• Automate debugging of flaky tests and CI failures.
• Simplify onboarding and local dev environments.
• Enable engineers to integrate AI-powered coding assistants (e.g. GitHub Copilot, Cursor, Claude) into daily workflows.
• Build agentic tooling that automates CI failure analysis, PR triage, and code review support.
• Collect usage insights, build dashboards, and iterate on adoption strategies to maximize developer ROI from AI.
• You’ll work on critical build and CI/CD systems that touch every engineer’s workflow.
• You’ll have a direct impact on the speed, reliability, and cost of software delivery.
• You’ll be at the frontier of AI adoption in engineering teams, shaping how humans and AI collaborate in development.
• You’ll have opportunities to contribute to open source (Bazel, rules projects, CI tooling) and share learnings at conferences

• Strong software engineering background (Java, Go, Python, or similar).
• Experience with build systems (Bazel strongly preferred; Buck, Blaze, Gradle, or Maven acceptable).
• Hands-on with CI/CD systems (GitHub Actions, Buildkite, Jenkins, etc.).
• Familiarity with Docker/Kubernetes, cloud runners, and distributed build/test environments.
• Experience integrating or enabling AI developer tools is a plus.
• Strong debugging skills and an interest in solving workflow bottlenecks.
• Passion for multiplying the effectiveness of other engineers.

• This role is hybrid (3-4 days a week in one of our SF Bay Area offices)

• Oversee the entirety of your greenfield features from inception to implementation, experimentation, launch and beyond
• Revolutionize the current experience by incorporating AI into the product
• Provide leadership and mentor more junior engineers
• Work with designers, product managers, data scientists, and other engineers to understand our problem space and create elegant solutions
• Architect REST APIs that are backed by stable, scalable server side implementations and maximize web client flexibility for rapidly meeting evolving product requirements
• Write robust code that’s efficient, easy to read, maintain and test

• 5+ years of experience in product engineering with 2 years as a TL/M
• BA/BS in computer science, or related degree
• Experience of building and shipping scalable features across frontend and backend
• Thrive in a customer-focused, tight-knit and cross-functional environment
• A proactive and positive attitude to lead, learn, troubleshoot and take ownership of both small tasks and large features
• A user-centric and empathetic mentality for building products
• Experience on a consumer grade web app frontend, preferably React based
• Love authoring easy-to-hold and future-proof REST APIs, OpenAPI is a plus
• Experience building distributed CRUD level functionality, ideally both SQL and NoSQL
• Comfortable in or desire to master Golang, Java and TypeScript

• This role is hybrid (3-4 days a week in one of our SF Bay Area offices)

• Develop and execute a comprehensive technical training strategy for our SA, AIOM and Support teams, focusing on deep technical knowledge and practical application of Glean's solutions.
• Collaborate with technical leadership to integrate advanced technical concepts into training and coaching, aligning with technical competencies.
• Partner with Field Enablement functions to introduce role-specific onboarding content, ensuring new hires are equipped to understand and communicate Glean's technical value proposition effectively.
• Implement continuous learning programs that cover areas such as advanced product features, security, integration techniques, troubleshooting, and best practices.
• Develop and maintain a library of technical enablement resources, including technical documentation, best practice guides, and case studies demonstrating Glean's impact for the SA, AIOM, and Support teams.
• Work closely with the technical teams to understand their needs and develop content that supports their efforts in demonstrating technical value to customers.
• Partner with technical writing and the SA team to successfully train Glean’s managed implementation partners. 
• Monitor and analyze the effectiveness of technical enablement initiatives and use data to optimize and drive technical effectiveness.
• Facilitate training sessions for the technical teams on effectively leveraging advanced technical concepts and tools.

• 5+ years of experience in a Solutions Architect, Solutions Engineer, Technical support, or related role
• Experience in enablement is a plus!
• Bachelor's degree in Computer Science, Engineering, or related field.
• Proven experience in technical training, technical enablement, or a similar role within a technical environment.
• Deep knowledge of or direct experience with LLMs/AI required. 
• You have experience with cloud environments such as GCP, AWS, or Azure, and are proficient in programming languages like Python or Java.
• You are familiar with API configurations and can effectively demonstrate technical functionalities to non-technical audiences.
• Excellent written and verbal communication skills.
• Strong project management and organizational skills.
• Ability to work effectively in a fast-paced, team-oriented environment.
• Proficiency in content management systems and design software.
• Deep knowledge of technical processes and customer journey mapping.
• Ability to analyze data and use it to make informed decisions.

• This role is hybrid (4 days a week in our Mountain View or San Francisco office)

• Discover and build Glean's next product surfaces: Your primary job is 0-to-1 product creation. Nothing about what you're building is predefined - you'll work with your FDPM to identify where Glean's platform can be extended to solve problems no product currently solves, then design and ship it. What you build becomes what Glean ships.
• Lead deep opportunity discovery: Before you write a line of code, you go deep on the business. What's structurally broken? Where is the biggest concentration of unsolved value? What's actually buildable, and what's the fastest path to something real that can be tested and learned from? You'll form strong hypotheses alongside your FDPM and pressure-test them directly with the people who have to live with the outcome.
• Be a technical partner to the C-suite: You'll earn trust at the highest levels of your customer organizations - not just with technical teams, but with the executives who are accountable for outcomes. You can explain what you're building, why it will work, and what the risks are to anyone in the room.
• Scale what works Once something works, you'll make it repeatable - working closely with the core R&D team to ensure the product is scalable
• Stay at the frontier with Glean's R&D team: You'll work closely with Glean's core engineering and product teams, staying ahead of what's possible on the platform and actively shaping how its capabilities evolve. What you encounter in the field directly informs what gets built next.

• You think like a founder. When you walk into a customer, you're curious about the business, digging into what's broken, and figuring out what to build that doesn't yet exist. You're scrappy and resourceful, you move fast enough to learn, and you're as comfortable in a strategic discussion with a CEO as you are deep in a codebase. You've shipped actual products that real people use, that drove real outcomes - and you want to do it at a higher level of ambition.
• 0-to-1 build track record: You've built production software from scratch in ambiguous environments. You can point to something that didn't exist before you showed up and is now used by real people at scale.
• Production AI experience: You've shipped AI-powered solutions in the real world - prompt engineering, agent development, evaluation frameworks, deployment at scale. Not just prototypes.
• Full-stack technical depth: Strong programming skills across the stack with a deep understanding of and experience with how enterprise systems actually work.
• Business acumen: You can walk into a customer, identify where the real problems are, and connect that diagnosis to a product hypothesis - without being handed a brief.
• Customer instinct: You build trust quickly at every level of an organization, communicate with clarity, and know how to tailor your depth to the room.
• Builder's judgment: You know what's actually buildable, how long it will take, and when to simplify scope to get something real into production faster. You spot problems early and solve them independently.
• Curiosity and scrappiness: You're driven to understand problems deeply before solving them, and resourceful enough to find a path forward when none is obvious.
• Experience: 4+ years in technical roles with a track record of shipping production software. Former technical founders are strongly encouraged to apply.
• Willingness to travel: This role requires 25–50% travel.
• Nice to Have:
  • Experience as a founder, at a top-tier technology company, or in a forward deployed engineering role.
  • A technical degree in CS, engineering, math, or a related field.
  • Deep familiarity with LLMs, retrieval systems, and evaluation frameworks.
  • Experience driving technology adoption inside large enterprises.

• This role is hybrid (3-4 days a week in our NYC office)
• This role requires 25-50% travel

• Own GTM onboarding and role-based readiness
  • Own onboarding frameworks for GTM roles from Day 1 through full ramp.
  • Uplevel a cohesive onboarding journey that blends live sessions, self‑paced content, peer learning, shadowing, certifications and quarterly in-person workshops into a single, impactful new‑hire experience.
• Build AI‑forward, scalable learning and readiness experiences
  • Prioritize a Glean-on-Glean onboarding experience (e.g., AI‑assisted practice, simulations, deal reviews, content retrieval) so new hires learn “the Glean way” of working with AI from day one.
  • Create repeatable, modular enablement assets that can be easily updated and discovered and are optimized for AI retrieval and usage.
• Partner with GTM leaders across the customer journey
  • Align onboarding to team motions, metrics, and customer lifecycle responsibilities.
  • Ensure onboarding reflects our current product, positioning, and revenue priorities, and that new hires can tell a consistent, value‑driven story.
• Drive data‑driven readiness and continuous improvement
  • Own onboarding KPIs (e.g., time‑to‑first‑meeting, time‑to‑first‑deal/renewal, pipeline creation, leading indicator behaviors, competency assessment scores).
  • Manage feedback loops with new hires, managers, and stakeholders to continuously improve and iterate.
• Deliver engaging training and readiness certifications
  • Facilitate (or enable others to facilitate) high‑impact live sessions, practical workshops, deal/practice reviews, and role‑plays for GTM new hires across roles.
  • Design and run certifications that validate real‑world performance.
  • Equip managers to reinforce onboarding in their 1:1s, pipeline reviews, and team meetings.
• Operate as a builder and program owner
  • Manage multiple onboarding cohorts and readiness workstreams simultaneously while maintaining high quality and attention to detail.

• 7+ years combined experience across GTM enablement, sales or technical GTM roles with at least 2+ years owning or heavily shaping onboarding programs.
• Direct experience working in or supporting GTM roles and comfort designing for different responsibilities across the customer lifecycle.
• Hands‑on experience using AI tools in GTM workflows.
• Demonstrated ability to architect and run end‑to‑end onboarding and readiness programs, including curriculum design, delivery, measurement, and iteration.
• Excellent facilitation and communication skills, with the ability to engage both new‑to‑role hires and seasoned senior individual contributors.
• Strong project and program management skills; able to orchestrate cross‑functional stakeholders, manage timelines, and deliver reliably.
• Motivated by working in a fast‑paced, high‑growth, highly collaborative environment; scrappy, creative, and energized by building.

• This role is hybrid (4 days a week in our Mountain View or San Francisco office)

• Report and analyze key Strategic segment metrics to understand sales funnel metrics, revenue growth, pipeline quality, and overall health of the business across new, expansion, and renewal motions
• Lead key annual planning workstreams for the Strategic segment, including book building, territory design, and geo analyses to support data‑driven GTM decisions
• Drive Strategic forecasting accuracy - provide the data, analysis, and inspection views leaders need to run effective forecast calls
• Lead the design and build of reporting and dashboarding for the Strategic segment 
• Work with Systems to drive CRM hygiene and scalability for Strategic account reporting
• Analyze whitespace, product penetration, and account potential within Strategic accounts to inform targeting, resourcing, and key bets for the year
• Build and execute end‑to‑end operational processes and workflows tailored to Strategic motions to increase efficiency and win rates
• Act as a thought partner to cross-functional leadership, bringing structured analyses, clear recommendations, and a POV

• 5+ years of work experience in Sales Operations, Field Operations, Revenue Operations, Business Operations, or Sales Strategy, ideally within B2B SaaS and with meaningful time supporting enterprise or strategic sales teams
• Experience building strong relationships with sales leadership and executives
• Advanced analytical skills: expertise working with large and sometimes unstructured data sets, building complex models (in Excel or Google Sheets), and translating analysis into clear, actionable recommendations.
• Significant experience with Salesforce reporting and dashboarding
• Excellent communication skills: ability to navigate and communicate complex ideas effectively—verbally, in writing, and through polished presentations for senior audiences.
• Proven ability to drive projects from 0 → 1 and 1 → n: you can scope problems, align stakeholders, build a plan, and execute in an environment with competing priorities.
• Ability to thrive in an action‑oriented, fast‑paced, work environment; you’re comfortable with ambiguity and motivated by building structure where it doesn’t yet exist.

• This role is hybrid (4 days a week in our Nashville office)

• Design beautiful, human-centered AI experiences — making complex, powerful technology feel simple, trustworthy, and genuinely delightful to use, raising the bar for what great AI product design looks like
• Push the boundaries of AI interaction design — exploring new patterns for how people discover information, create content, and accomplish goals with AI assistance, helping define interaction paradigms that don't yet exist
• Own features end-to-end — driving major product work from early concept through launch, conducting user research to uncover real needs, and translating insights into elegant solutions that make knowledge work feel effortless
• Prototype and iterate rapidly on 0→1 concepts — bringing novel AI-native ideas to life quickly, validating them through research and feedback, and refining with genuine craft and attention to detail
• Develop deep intuition for AI behavior — building a real understanding of what's possible with LLMs to design experiences that play to AI's strengths while gracefully and thoughtfully handling its limitations
• Obsess over craft and detail — ensuring every interaction feels intelligent, responsive, and helpful, holding a high bar for quality across every surface you touch
• Shape product strategy — partnering with PMs to influence roadmaps, championing the user through data and research, and identifying the opportunities where exceptional design creates breakthrough product moments
• Elevate the team around you — contributing to Glean's design system, sharing clear design principles, engaging in thoughtful critique, and helping build a culture where great design thrives

• 5+ years of product design experience, with at least some of that spent designing AI or LLM-based products for consumer or prosumer audiences
• Genuine AI fluency — you understand how LLM-based systems work and are excited by the UX challenges they create: trust, transparency, personalization, and making AI feel intuitive to everyday users
• A consumer design mindset — you've designed for real end users, with a focus on intuitive flows, smooth onboarding, and experiences that keep people coming back
• Technical confidence — you can hold your own in conversations with engineers about model capabilities and constraints, while always advocating for the user
• A strong portfolio that shows sharp interaction design, visual craft, and shipped products — AI tools, content creation, or personalization-driven work is a big plus
• Craft and collaboration — a keen eye for detail, a love of simplicity, and a team-first attitude that thrives in fast-moving environments

• This role is hybrid (4 days a week in our SF Bay Area offices)

• Build and scale connectors to a wide variety of SaaS and on-prem systems (Google Workspace, Microsoft 365, Slack, Salesforce, Jira, ServiceNow, GitHub, etc.).
• Handle full syncs, low-latency incremental updates via webhooks/APIs, rate-limiting, and complex authentication flows.
• Build advanced capabilities in datasources like actions, live-fetch, and query language support.
• Transform raw, unstructured enterprise content into rich, structured, permission-aware representations optimized for search and LLM reasoning.
• Design document schemas and enrichment pipelines (entity extraction, access-graph propagation, redactions, etc.).
• Expand the capabilities of AI products through deep integrations that allow us to automate tasks, perform complex queries grounded in enterprise data, and enhance our indexed corpus with live data.
• Own end-to-end correctness, freshness, and performance for petabyte-scale data flows.
• Solve hard problems in ordering, idempotency, exactly-once processing, backpressure, and retries across distributed queues, workers, and storage.
• Preserve fine-grained ACLs, deletions, and sensitivity constraints so AI answers are always grounded in what users are actually allowed to see.
• Partner closely with Search Serving, Product, Platforms, and Security teams to define how enterprise context is exposed to LLMs and agents.
• Continuously improve observability, alerting, and automation to onboard larger customers and more data sources with confidence.

• 3+ years building production backend or data infrastructure systems (Java, Go, C++, Python, etc.).
• Hands-on experience with distributed systems, data pipelines, queues, and large-scale storage (SQL/NoSQL).
• You think in SLOs, error budgets, failure modes, and correctness guarantees — not just features.
• Comfortable with strict consistency and permission-modeling challenges.
• Prior work on enterprise connectors, search/indexing, information retrieval, or security-sensitive systems is a strong plus.
• Passionate about making AI trustworthy by building the rock-solid data foundation underneath it.
• Power user of LLMs and AI tools in your own workflow.

• This role is hybrid (4 days a week in one of our SF Bay Area offices)

• Report and analyze key Strategic segment metrics to understand sales funnel metrics, revenue growth, pipeline quality, and overall health of the business across new, expansion, and renewal motions
• Lead key annual planning workstreams for the Strategic segment, including book building, territory design, and geo analyses to support data‑driven GTM decisions
• Drive Strategic forecasting accuracy - provide the data, analysis, and inspection views leaders need to run effective forecast calls
• Lead the design and build of reporting and dashboarding for the Strategic segment 
• Work with Systems to drive CRM hygiene and scalability for Strategic account reporting
• Analyze whitespace, product penetration, and account potential within Strategic accounts to inform targeting, resourcing, and key bets for the year
• Build and execute end‑to‑end operational processes and workflows tailored to Strategic motions to increase efficiency and win rates
• Act as a thought partner to cross-functional leadership, bringing structured analyses, clear recommendations, and a POV

• 5+ years of work experience in Sales Operations, Field Operations, Revenue Operations, Business Operations, or Sales Strategy, ideally within B2B SaaS and with meaningful time supporting enterprise or strategic sales teams
• Experience building strong relationships with sales leadership and executives
• Advanced analytical skills: expertise working with large and sometimes unstructured data sets, building complex models (in Excel or Google Sheets), and translating analysis into clear, actionable recommendations.
• Significant experience with Salesforce reporting and dashboarding
• Excellent communication skills: ability to navigate and communicate complex ideas effectively—verbally, in writing, and through polished presentations for senior audiences.
• Proven ability to drive projects from 0 → 1 and 1 → n: you can scope problems, align stakeholders, build a plan, and execute in an environment with competing priorities.
• Ability to thrive in an action‑oriented, fast‑paced, work environment; you’re comfortable with ambiguity and motivated by building structure where it doesn’t yet exist.

• This role is hybrid (4 days a week in our New York office)

• Partner with executive sponsors and end users to identify high‑impact use cases and turn them into measurable business outcomes on Glean.
• Lead strategic reviews and advise customers on their AI roadmap, ensuring they get the most value from Glean’s platform.
• Translate business needs into clear problem statements, success metrics, and practical AI solutions; collaborate with Product and R&D to shape priorities.
• Conduct discovery workshops, scope pilots, and guide rollouts, driving breadth and depth of adoption of the Glean platform.
• Design and build AI agents with and for customers, including rethinking and redesigning underlying business processes to maximize impact and usability.
• Proactively identify expansion opportunities and drive engagement across teams and functions.

• 5+ years of professional experience in roles that blend business and technology (e.g., product, analytics, data, engineering, solutions), with a consultative, customer‑facing approach.
• Strong problem‑solving and communication skills; comfortable working with stakeholders from ICs to executives and tailoring messages to different audiences.
• Demonstrated ability to craft effective prompts and guide AI agents for real customer or business workflows; you’ve shipped outcomes, not just demos.
• Understanding of what current LLMs can and cannot do; able to set expectations and steer towards reliable, safe, cost‑effective solutions.
• Product sense and user empathy—you can spot high‑value applications of AI across diverse job functions and design clear, guided experiences.
• Hands‑on experience with modern AI platforms and tools (e.g., OpenAI, Claude, Mistral, Cohere or similar), with enough technical depth to work with engineers without needing to be on the critical path for writing production code.
• Good to have:
  • Prior experience in customer‑facing, consultative roles (solutions, support, product management) and comfort presenting to senior leaders.
  • Exposure to evaluating AI outcomes (e.g., defining success criteria, using sample tasks, reviewing results) and iterating for quality, latency, and cost.
  • Ability to analyze usage signals and customer feedback to inform roadmap and drive adoption.

• This role is hybrid (4 days a week in our SF Bay Area offices)

• Driving the company’s Infrastructure roadmap across Setup & Deployment, Runtime, Storage, and AI Infra.
• Leading cross-functional programs that improve scalability, reliability, cost efficiency, and developer velocity.
• Defining and orchestrating how Glean instances are deployed, upgraded, and monitored at scale.
• Partnering with AI and Data teams to evolve our ML pipelines, model training infrastructure, and LLM serving stack.
• Leading initiatives to improve observability, configuration management, and resource utilization.
• Coordinating capacity planning, infrastructure migrations, and performance optimization programs.
• Building clear visibility into infra cost drivers and partnering with finance and engineering leaders on optimization initiatives.

• Lead end-to-end infra programs spanning compute, networking, storage, orchestration, and AI workloads.
• Partner with Engineering to define standards for environment provisioning, deployment automation, and configuration governance.
• Develop and operationalize frameworks for runtime health, scaling, and disaster recovery.
• Drive consistency and automation across deployment orchestration systems.
• Establish clear metrics for reliability, performance, and cost efficiency.
• Coordinate cross-team delivery of high-impact programs such as data pipeline scalability, LLM infrastructure expansion, or infra observability improvements.
• Communicate program status and technical risks effectively to leadership and stakeholders.
• Continuously identify process or system bottlenecks, and drive automation to improve speed and reliability of infra operations.

• BS/MS in Computer Science, Engineering, or a related technical field.
• 8-10+ years of experience in technical program management, infrastructure, or SRE, with at least 3-5 years managing infra or platform-scale programs.
• Proven success delivering cross-functional infrastructure programs in B2B or enterprise environments where scalability, uptime, and performance are critical.
• Experience working closely with Infra, SRE, and ML/AI teams on distributed systems or data infrastructure.
• Strong understanding of cloud infrastructure (AWS, GCP, or Azure) including compute, networking, storage, and orchestration systems.
• Understanding of data pipelines, ML training workflows, and LLM runtime infrastructure is a plus.
• Ability to structure complex multi-quarter infrastructure programs with clear milestones and measurable impact.
• Strong written and verbal communication and ability to manage through ambiguity, anticipate scaling challenges, and align teams across priorities.
• Builder mindset with focus on automation, reliability, and efficiency.

• This role is hybrid (4 days a week in one of our SF Bay Area offices)

#LI-HYBRID

• Design and run new hire onboarding
  • Own the company-wide onboarding strategy and calendar- from pre-boarding communications through day 1, week 1, and 30/60/90-day milestones for new hires globally.
  • Elevate our in-person and hybrid onboarding experience, ensuring new hires feel welcomed, informed, and connected, whether they’re joining an office hub or remotely.
  • Facilitate live onboarding sessions (e.g., company overview, culture and values, tools and systems, “how we work” norms) and coordinate guest speakers from across the business.
• Drive follow-up touchpoints and community
  • Implement structured 30/60/90-day touchpoints, including checklists, surveys, and manager prompts to ensure new hires are ramping effectively and have what they need to succeed.
  • Stand up lightweight new hire communities (e.g., cohorts, buddy programs, new-hire office hours) and recurring connection points such as welcome events or new hire happy hours.
  • Partner with Workplace and local office leads to ensure physical space, events, and onsite experiences reinforce a positive onboarding journey.
• Lead lightweight L&D and manager enablement
  • Coordinate and run monthly manager meetings and enablement sessions on core topics such as performance, feedback, 1:1s, and onboarding best practices.
  • Curate and maintain a self-serve learning library (playbooks, templates, checklists, videos) for managers and new hires, leveraging tools like Glean, LinkedIn Learning, and internal documentation.
  • Partner with functional enablement teams (e.g., Sales Enablement) to extend relevant role-based onboarding content into the company-wide experience where appropriate.
• Measure, improve, and report on impact
  • Define and track key onboarding and learning metrics, such as time-to-productivity, new hire satisfaction in the first 90 days, and manager feedback on readiness.
  • Use data and qualitative feedback to continuously iterate on programs, content, and delivery, ensuring we stay aligned with business needs and employee expectations.
  • Partner with People Analytics and Systems teams to build simple dashboards or recurring reports that give leaders visibility into onboarding health and trends.
• Program operations and cross-functional partnership
  • Own the operational backbone of onboarding: schedules, comms, registration flows, documentation, and internal FAQs, in partnership with HR Ops, IT, Workplace, and Recruiting.
  • Ensure smooth handoffs between Recruiting, HR, IT, and managers so that laptops, access, workspace, and key systems are ready for new hires on day one.
  • Maintain clear, accessible documentation for all onboarding and core learning programs, including process maps, facilitator guides, and participant materials.

• 4+ years of experience in HR, People Ops, L&D, or Employee Experience, with a strong focus on new hire onboarding, program management, or internal training in high-growth environments.
• Proven ability to design and run scalable programs end-to-end - from needs assessment and content design to facilitation, measurement, and iteration.
• Comfortable facilitating live sessions (virtual and in-person) with groups of managers and new hires; you bring energy, clarity, and structure to every session.
• Data-informed and operationally minded - you use metrics, surveys, and feedback to decide where to focus and how to improve.
• Strong cross-functional collaborator who can partner with HRBPs, Recruiting, Workplace, IT, and business leaders and influence without formal authority.
• Excellent written and verbal communication skills; able to translate complex information into simple, actionable guidance for new hires and managers.
• Comfortable in a fast-paced, ambiguous environment; you enjoy building, iterating, and improving as the company grows.

• This role is hybrid (4 days a week in our SF Bay Area offices)

• Spending a lot of time with our customers to deeply understand their knowledge needs
• Developing key parts of our product roadmap, marrying customers’ needs with our product vision
• Empowering your team by giving context, setting direction, and building alignment
• Driving customer-focused decisions, clear prioritization, and efficient execution
• Coordinating cross-functionally with with leadership, go-to-market teams, and other key stakeholders across the company
• Building processes that will scale as our team and company go through rapid growth

• You have 8+ years of experience in product management at SaaS companies, primarily serving large enterprises with responsibilities spanning security, governance, trust, identity, data integrations.
• You have a strong technical background and experience with both UX and API driven products, integration paths, and 3rd party product partnerships.
• You are an excellent written and verbal communicator.
• You have a proven track record of taking ownership, taking initiative, and delivering results.
• You collaborate effectively with cross-functional partners.
• You have a learning and growth mindset.
• You are mission-first and understand that your success is measured by your product and team’s success.

• This role is hybrid (4 days a week in one of our SF Bay Area offices)

• Spending a lot of time with our customers to deeply understand their knowledge needs
• Developing key parts of our product roadmap, marrying customers’ needs with our product vision
• Empowering your team by giving context, setting direction, and building alignment
• Driving customer-focused decisions, clear prioritization, and efficient execution
• Coordinating cross-functionally with with leadership, go-to-market teams, and other key stakeholders across the company
• Building processes that will scale as our team and company go through rapid growth

• You have 4+ years of experience in product management at SaaS companies, primarily serving large enterprises with responsibilities spanning AI/ML Ops and external-facing platform capabilities.
• Having built or worked with LLMs for at-scale products is a major plus.
• You have a strong technical background and experience with both UX and API driven products and 3rd party product partnerships.
• You are an excellent written and verbal communicator.
• You have a proven track record of taking ownership, taking initiative, and delivering results.
• You collaborate effectively with cross-functional partners.
• You have a learning and growth mindset.
• You are mission-first and understand that your success is measured by your product and team’s success.
• You are an early adopter in building with or adopting AI for your own product craft and you are excited about helping customers accelerate their own AI adoption journey.

• This role is hybrid (3-4 days a week in one of our SF Bay Area offices)

• Own the proactive and reactive support for Glean customers by prioritizing issues for your designated customer(s)
• Meet with your assigned customers regularly to review issues and develop resolution plans and drive continuous improvement in how you and your Glean teammates provide support to them
• Be available to your assigned customers via collaborative communication channels consistently to ensure you are providing timely responses and updates on issues
• Create and maintain customer-specific runbooks and knowledge articles
• Provide first response, technical troubleshooting, resolution, and follow-through of customer issues and inquiries
• Assist customers in the configuration, set-up, and verification of new content sources and product features to enable them to realize additional value for their users
• Educate customers on the use of Glean product features
• Identify system and user health issues, then create and execute remediation plans while coordinating and updating the customer accordingly
• 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
• Drive key improvement projects that will improve the scale and efficiency of support, while providing upgrades to the customers’ support experience
• Coordinate all support activities with your assigned customer(s), which may include more stringent access and security processes, ensuring you move with high urgency for their issues.
• Represent the unique needs of your assigned customer(s) with respect to product and security improvements that will improve the customer support experience
• Please note that this role will be dedicated to select customers and requires additional background screenings/clearances/training/certification, carry & use of customer-provided equipment, and extended on-call shift timing based on customer contractual obligations.

• Technically curious: you have a never-ending desire to add technical knowledge and skills to your personal toolkit and share those learnings with your peers
• Fearless: you have an intense need to tackle the toughest customer issues and technically complex issues with the goal of driving customer satisfaction
• Strong communicator: you are a professional presenter with superior interaction skills with both customers and internal teams
• Detail-oriented: you are highly organized and methodical, ensuring all issues are managed to completion
• Data-driven: you utilize metrics and objective measurements to assess success and improvement opportunities for yourself and for the customer experience
• 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

Location:

• This role is remote

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 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 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-REMOTE

• Own impactful runtime problems end‑to‑end — from architecture and design to production launch and ongoing reliability.
• Build and evolve core services for session lifecycle, streaming responses (e.g., gRPC/WebSockets), structured tool execution, memory/state, and policy/guardrails.
• Design for performance, correctness, and cost: reduce p50/p95 latency, improve tail behavior, and optimize token/tool budgets.
• Integrate with leading LLM providers (e.g., OpenAI, Anthropic, Google Gemini) and internal evaluation frameworks to improve quality and predictability.
• Harden the platform with fault isolation, retries, timeouts, circuit‑breaking, backpressure, and graceful degradation.
• Instrument deep observability (tracing, metrics, logs) and create playbooks/SLOs for high availability and on‑call excellence.
• Collaborate closely with product, quality, and application teams to prioritize the most impactful roadmap investments.