• 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

• Field complex or escalated issues for high-value or critical clients • Work directly with clients to understand issues, document cases, and drive resolution • Uphold SLAs for responsiveness and resolution timelines • Serve as an escalation point and product SME for a designated product suite • Own technical issues and collaborate with Engineering and Product teams for resolution • Validate and document product bugs and expected behaviors • Coordinate troubleshooting sessions and provide written/verbal recaps • Resolve technical customer complaints independently • Participate in on-call support rotations • Maintain accurate case status in the ticket tracking system • Troubleshoot a range of issues from simple failures to complex, multi-factored problems

• Use our state-of-the art technology tools and your unique problem-solving skills to help our customers maximize their use of Granicus’ suite of products

• Traffic online media campaigns in ad servers’ environment • Help to overcome technical difficulties and support the implementation of Setupad solutions in publishers’ websites • Actively participate and work with developers’ team when building new tools and features for publishers • Participate in new features testings