Gleanwork
Support Escalation Manager
Salary
Job description
About Glean:
Glean is the Work AI platform that helps everyone work smarter with AI. What began as the industry’s most advanced enterprise search has evolved into a full-scale Work AI ecosystem, powering intelligent Search, an AI Assistant, and scalable AI agents on one secure, open platform. With over 100 enterprise SaaS connectors, flexible LLM choice, and robust APIs, Glean gives organizations the infrastructure to govern, scale, and customize AI across their entire business - without vendor lock-in or costly implementation cycles.
At its core, Glean is redefining how enterprises find, use, and act on knowledge. Its Enterprise Graph and Personal Knowledge Graph map the relationships between people, content, and activity, delivering deeply personalized, context-aware responses for every employee. This foundation powers Glean’s agentic capabilities - AI agents that automate real work across teams by accessing the industry’s broadest range of data: enterprise and world, structured and unstructured, historical and real-time. The result: measurable business impact through faster onboarding, hours of productivity gained each week, and smarter, safer decisions at every level.
Recognized by Fast Company as one of the World’s Most Innovative Companies (Top 10, 2025), by CNBC’s Disruptor 50, Bloomberg’s AI Startups to Watch (2026), Forbes AI 50, and Gartner’s Tech Innovators in Agentic AI, Glean continues to accelerate its global impact. With customers across 50+ industries and 1,000+ employees in more than 25 countries, we’re helping the world’s largest organizations make every employee AI-fluent, and turning the superintelligent enterprise from concept into reality.
If you’re excited to shape how the world works, you’ll help build systems used daily across Microsoft Teams, Zoom, ServiceNow, Zendesk, GitHub, and many more - deeply embedded where people get things done. You’ll ship agentic capabilities on an open, extensible stack, with the craft and care required for enterprise trust, as we bring Work AI to every employee, in every company.
About the Role:
Glean is seeking a highly capable and customer-obsessed Support Escalation Manager to lead the resolution of complex technical escalations and serve as a critical bridge between customers, Support, Engineering, Product, and QA.This role is responsible for driving high-severity and business-critical issues to resolution with urgency, structure, and clear communication. You will combine strong technical troubleshooting depth with calm operational leadership, ensuring escalated issues are investigated thoroughly, customer expectations are managed well, and learnings are translated into durable process and product improvements. You will play a key role in strengthening Glean’s escalation management function by improving how we investigate issues, communicate during high-pressure situations, measure performance, and scale best practices across the support organization.
You will:
- Own complex customer escalations end to end, serving as the primary point of contact for high-impact technical issues and ensuring strong documentation, clear next steps, and timely resolution.
- Lead structured investigations across Support, Engineering, Product, and QA to diagnose issues, isolate root causes, and drive both short-term mitigation and long-term fixes.
- Maintain direct and proactive customer communication throughout the escalation lifecycle, providing clear updates, setting expectations appropriately, and helping preserve customer trust during sensitive situations.
- Conduct deep root cause analysis for escalated cases and convert findings into actionable recommendations that reduce repeat issues and improve product reliability.
- Build strong cross-functional operating rhythms for escalations, including stakeholder reviews, issue tracking, follow-ups, and clear handoffs between teams.
- Analyze escalation trends, operational bottlenecks, and customer pain points to identify opportunities for workflow improvements, faster time to resolution, and better customer outcomes.
- Track and report on key escalation metrics such as response times, resolution times, customer impact, and customer satisfaction, and use those insights to drive improvements.
- Create and maintain high-quality documentation for escalated issues, troubleshooting patterns, runbooks, and internal knowledge-sharing.
- Mentor and enable support team members on escalation best practices, structured troubleshooting, customer communication, and documentation quality.
- Act as a strong voice of the customer internally by surfacing recurring pain points, influencing prioritization, and helping ensure customer needs are represented in product and engineering discussions.
About you:
- 5–8+ years of experience in technical support, support engineering, customer solutions engineering, professional services, or a related customer-facing technical function, with meaningful experience handling complex escalations.
- Bring strong technical troubleshooting and problem-solving skills, with the ability to break down ambiguous issues, isolate root cause, and drive investigations using evidence rather than guesswork.
- Comfortable debugging issues through logs, stack traces, browser traces, API responses, and related diagnostic artifacts.
- Hands-on experience with at least one of the following areas: search technologies, knowledge technologies, enterprise SaaS products, or SaaS-based integrations.
- Working knowledge of cloud environments such as GCP, AWS, or Azure.
- Experience troubleshooting REST APIs, authentication issues, and enterprise configuration problems, including SSO, SAML, OAuth, and network-related issues.
- Excellent written and verbal communicator who can explain technical issues clearly to both technical and non-technical audiences, including customers and senior internal stakeholders.
- Highly organized and operationally strong, with the ability to manage multiple concurrent escalations, maintain crisp documentation, and keep cross-functional workstreams moving.
- Data-driven and comfortable using metrics to assess escalation health, identify trends, and recommend process changes.
- Experience building strong partnerships across Support, Engineering, Product, QA, and customer-facing teams.
- Care deeply about customer experience and know how to balance advocacy for the customer with good internal judgment and prioritization.
- Comfortable coaching others, sharing knowledge, and helping raise the bar on team troubleshooting and escalation practices.
- Familiarity with AI tools and practical ways they can improve troubleshooting, summarization, documentation, and operational efficiency.
- Nice to have:
- Knowledge of SQL or databases, Linux, or Kubernetes.
- Experience with tools such as GitHub, Jira, Confluence, Zendesk, or similar systems.
Location:
- This role is hybrid (3 days a week in our Bangalore office)
- This role follows EST shift hours, which are 5:30 PM to 2:30 AM IST.
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.
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AI-First Mindset at Glean:
At Glean, AI fluency is core to how we work and we're committed to ensuring every new hire feels confident integrating AI into their everyday work. As part of the interview process, you'll complete a brief AI-focused exercise or discussion so we can understand how you think about, design, and use AI to drive impact in your role. Feel free to reference any tools, platforms, or workflows you use today — prior Glean experience isn't required.
Global Data Privacy Notice for Job Candidates and Applicants:
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By clicking “Submit Application,” I confirm that I have read the Global Data Privacy Notice and the Applicant Arbitration Agreement, and I agree to the terms.
