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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Designated Technical Support Engineer, Ops - **Company:** Greenhouse Software, Inc. - **Location:** Mountain View, CA, United States - **Experience:** Expert - **Salary:** $120,000.0 - $175,000.0 - **Contract:** Permanent contract - **Skills:** A/B Testing, Artificial Intelligence, Spreadsheets, Software as a Service, Cloud Computing, Runbook, SQL Databases, Tableau (Software), Workflow Management Systems, Agentic-AI, Data Analytics, Zendesk, Looker Analytics - **Published:** October 14, 2026 - **Apply:** https://job-boards.greenhouse.io/gleanwork/jobs/4671775005 ## About the Role * 5+ years of experience in CX Operations, Revenue Operations, or related GTM operations roles, ideally in B2B SaaS. * Track record of building or materially improving CS systems and processes (health scoring, renewals forecasting, playbooks, segmentation) and demonstrating measurable impact on retention, expansion, or health. * Strong understanding of key post-sales metrics and leading indicators * Experience operating in high-growth or startup environments where you've had to build structure in ambiguity. * Curious: Eager to tackle process, workflow, and AI-related challenges to improve team outcomes. * Customer-driven: Motivated by improving both internal support processes and the end customer's experience. * Systems thinker: You enjoy mapping how tools, data, and processes fit together and simplifying complexity for others. * Data-driven experimenter: You're comfortable forming hypotheses, running experiments, and measuring impact, especially around AI and automation. * Continuous learner: Always looking for opportunities to document, measure, and refine team practices as AI capabilities evolve. * Nice-to-Have Skills: + Proficiency with SQL and at least one BI platform (e.g., Sigma, Looker, Metabase, Tableau). + Prior experience designing or operating support automations and AI agents (e.g., Fin, Glean agents, Zendesk bots, workflow tools). + Experience driving change management in support organizations, including training, communications, and adoption measurement. + Working knowledge of SaaS products and/or cloud technologies. + Familiarity with knowledge base management and content creation. ## Description Glean is seeking a highly analytical individual to sit within the Support Organization and focus on making our Support team more effective through metrics, AI-powered tooling, and operational excellence. You will: * Metrics, Reporting & Insights + Define, track, and continuously refine Support metrics, including ticket volume, TTR, CSAT, deflection, automation rate, containment, backlog health, and agent effort. + Build and maintain dashboards and recurring reports in spreadsheets and BI tools (e.g., Sigma / Looker / Tableau) to give Support and CX leadership clear visibility into performance and trends. + Present insights and recommendations to Support and CX leadership on a regular cadence, highlighting risks, opportunities, and the impact of AI/automation initiatives. * AI Tooling, Agents & Automation + Serve as the operational owner for AI-powered support tools (e.g., Glean agents, internal copilots, routing/triage bots, macros with AI, deflection experiences), including configuration, monitoring, and continuous improvement. + Analyze agent and automation performance (resolution rate, handoff quality, mis-routes, downvotes) and run structured experiments on prompts, workflows, and routing rules to improve outcomes. + Partner with Product, Engineering, and Data Science to scope and launch new AI use cases for Support (e.g., intelligent routing, duplicate detection, auto-tagging, SLA risk prediction, backlog forecasting). + Ensure AI/automation features are rolled out with clear guardrails, runbooks, and monitoring, and that human support workflows integrate smoothly with AI experiences. * Program & Project Management + Lead special projects that materially improve Support productivity and customer experience (e.g., new queue designs, channel strategy updates, AI rollout pilots, process re-designs). + Own work-back plans, stakeholder alignment, risks, and communication for these initiatives, ensuring projects land on time and with clear success metrics. + Partner with CX Ops and cross-functional stakeholders to design and run A/B tests and quasi-experiments across macros, forms, flows, and AI experiences, quantifying impact on FRT, TTR, CSAT, deflection, and agent effort. * Process Design & Knowledge + Analyze support workflows and ticket data to identify operational inefficiencies and recommend process improvements across tools, queues, and channels. + Document support processes, SOPs, and runbooks; maintain internal knowledge base and enablement content for Support tooling and AI features. + Partner with Support leadership to define SLIs/SLOs for Support operations and AI tools, with clear alerting and actionable runbooks when thresholds are breached.