Cloud Infrastructure Engineer - San Francisco Bay Area

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, Glea ...

Job description

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 Cloud Infrastructure Engineer 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.

As a trusted technical resource to your assigned customers, you will ensure customer infrastructure releases and stability is your top priority, and ensure that application support issues are also managed professionally through resolution. By providing the highest level of service to our customers, you will ensure our customer experience is the best in the industry.

You Will
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.

• Own the infrastructure stability for your designated customer(s). Assist the Engineering teams in monitoring alerts and troubleshooting errors in the customer's Glean environment.
• Actively engage in any customer major incident and write up, deliver, and lead the customer review of any post-incident RCA documents
• Coordinate and execute software releases based on agreed-upon processes & maintenance windows
• Set up new customer projects following Glean's architectural design and best practices. Complete project setup in restricted environments, including running Terraform or other setup scripts manually

• Remediate any security vulnerabilities in your customers' projects.

• Work with customers and Glean's Security team to maintain security policies, including VPC SC, SCC, NGFW configs.

• Monitor security vulnerability findings and work with Glean Security and Engineering teams to address them within agreed-upon timeframes with customers

• Assist customers with cloud best practices with respect to the Glean implementation, including org policies, IAM setup, quotas, Disaster Recovery, and LLM setup

• 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
• Take ownership of proactive and reactive support for Glean customers by prioritizing issues for your designated customer(s)
• 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
• Handle customer-impacting alerts which require coordination with customer admin and system resources through resolution

About You

• 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

• Experience and certifications in Cloud technologies in at least one of the following: Google Cloud Platform (GCP), Amazon Web Services (AWS), or Microsoft Azure
• Experience with deployment and release using CI/CD and standard deployment frameworks in a production environment
• Deep knowledge of cloud network and security concepts with practical implementation experience
• Knowledge of SQL/database, Basic Kubernetes and Intermediate/Advanced Linux. Familiarity with infrastructure as code tools like Terraform is essential
• Problem solving: technical problem-solving skills including the ability to troubleshoot and isolate issues to their root cause in cloud environments
• Ability to debug issues including searching & reading application logs, analyzing stack traces and browser trace files
• 2+ years of coding and debugging experience in Java and Python
• 3+ years of experience in at least one of the following disciplines: Infrastructure Support, Solutions Engineering, Support Engineering, Professional Services, DevOps Engineering
• Must have experience in troubleshooting REST API issues
• Working experience on SSO, SAML, and OAuth along with network troubleshooting
• Experience in using Github, Jira & Confluence

Good to haves

• Basic knowledge of LLM's and how GPT works
• Able to fully document issues you manage and contribute to the support knowledge base
• Hands-on experience in at least one of the following: Search technologies, Knowledge technologies, SaaS-based system integrations

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 $144,000 - $174,000 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.