• 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