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Solutions Architect (US-East or Southeast Asia customer hours)

Glean

Glean

IT, Customer Service
Bengaluru, Karnataka, India
Posted on Friday, March 24, 2023

About Glean

We’re on a mission to bring people the knowledge they need to make a difference in the world.

Glean was founded by a seasoned team of former Google search and Facebook engineers, who wondered why we don’t have an easier way of finding what we need at work. In our personal lives, we have tools to help us find pretty much whatever we need. Why don’t we have that at work? And that was the beginning of Glean.

Glean searches across all your company’s apps to help you find exactly what you need and discover the things you should know. We’re a diverse team of curious and creative people who want to help each other get big things done—so we can help other teams do the same.

We're backed by some of the Valley's leading venture capitalists—including Sequoia, Kleiner Perkins, Lightspeed, and General Catalyst—and have assembled a world-class team with senior leadership experience at Google, Slack, Facebook, Dropbox, Rubrik, Uber, Intercom, Pinterest, Palantir, and others.

Role

Glean is seeking a talented Resident Solution Architect (RSA) to join our rapidly expanding, venture-backed startup. Glean is the work assistant with intuition. Find exactly what you need, right when you need it so you and your team can get big things done. Join our hard-working team and elevate your career. We are professional, creative, passionate, and, most importantly - customer-obsessed.

You will be the primary technical advisor to our customers post-sale, focusing on our Enterprise & Strategic segment, where the architecture and integration demands are high. You will guide customers through their architecture, design, and implementation of Glean within their enterprise architecture.

What you will do:

  • Establish and maintain your role as the customer's primary technical advisor. Think of yourself as the CTO of the customer relationship.
  • Work with customers to onboard new datasources and implement custom integrations of Glean into their work environment and business application architecture
  • Build and provide tools, templates, and documentation for customers to leverage in integrating with Glean based on their business application stack
  • Identify opportunities with the customer to expand the use of Glean within their business application architecture
  • Provide training and guidance to customer technical resources to enable them to manage, support, and extend Glean in their environment
  • Align technical plans with customers and Glean Customer Success to ensure priorities between Glean and the customer are fully aligned and executed against
  • Assist with issue identification, troubleshooting, and remediation for your assigned customers through resolution
  • Work with Product Management and Engineering to drive improvements to the product helping customers expand their adoption of Glean
  • Be an active member of the Glean customer technical community

Your core attributes include:

  • Clear Communicator: professional presentation and interaction skills with both customers and internal teams
  • Analytical: taking multiple inputs and approaches to issues to ensure the troubleshooting and resolution path is optimal
  • Drive: ability to engage in and handle multiple issues of different priorities gracefully
  • Detail-oriented: highly organized and methodical, ensuring all issues are managed to completion

Key knowledge and skills required:

Technical skills:

  • Software development experience in at least two of the following: Python, Java, Go
  • API and custom data integration experience in a Hybrid or SaaS environment
  • Technical debugging: log analysis, code analysis, end-to-end transaction tracing
  • Networking expertise: a deep understanding of networking, including cloud and on-premise networking
  • Experience in at least two of the following disciplines: Software Engineering, Pre-Sales Engineering, Post-Sales Engineering, Professional Services, Support Engineering
  • Hands-on experience with Cloud technologies in at least one of the following: Google Cloud Platform (GCP), Amazon Web Services (AWS), or Microsoft Azure
  • Security & audit experience: able to fully understand the technical and audit framework of the product and represent it with customer security & audit stakeholders

Interpersonal skills:

  • Communication: professional presentation and interaction skills with both customers and internal teams
  • Project planning: plan and execute the implementation of customer projects
  • Self-motivated: a proactive approach to delivering service to customers
  • Detail-oriented: highly organized and methodical, ensuring all issues are managed to completion
  • Data-driven: utilize metrics and objective measurements to assess success and improvement opportunities for customers
  • Pre or Post-sales Solution Architect experience in a product-led company is a huge plus

Education:

  • Bachelor’s Degree in Computer Science or equivalent with at least three years of industry experience or Masters in Computer Science or equivalent with at least 1 year of industry experience.

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.