Cloud Operations Engineer

Company	Glean
Location	Palo Alto, CA, USA
Salary	$120000 – $250000
Type	Full-Time
Degrees
Experience Level	Mid Level

Requirements

Experience and certifications in Cloud technologies in at least one of the following: Google Cloud Platform (GCP), Amazon Web Services (AWS), or Microsoft Azure
Experience with deployment and release using CI/CD and standard deployment frameworks in a production environment
Deep knowledge of cloud network and security concepts with practical implementation experience
Knowledge of SQL/database, Basic Kubernetes and Intermediate/Advanced Linux. Familiarity with infrastructure as code tools like Terraform is essential
Problem solving: technical problem-solving skills including the ability to troubleshoot and isolate issues to their root cause in cloud environments
Ability to debug issues including searching & reading application logs, analyzing stack traces and browser trace files
2+ years of coding and debugging experience in Java and Python
3+ years of experience in at least one of the following disciplines: Infrastructure Support, Solutions Engineering, Support Engineering, Professional Services, DevOps Engineering
Must have experience in troubleshooting REST API issues
Working experience on SSO, SAML, and OAuth along with network troubleshooting
Experience in using Github, Jira & Confluence

Responsibilities

Own the infrastructure stability for your designated customer(s). Assist the Engineering teams in monitoring alerts and troubleshooting errors in the customer’s Glean environment.
Actively engage in any customer major incident and write up, deliver, and lead the customer review of any post-incident RCA documents
Coordinate and execute software releases based on agreed-upon processes & maintenance windows
Set up new customer projects following Glean’s architectural design and best practices. Complete project setup in restricted environments, including running Terraform or other setup scripts manually
Remediate any security vulnerabilities in your customers’ projects.
Work with customers and Glean’s Security team to maintain security policies, including VPC SC, SCC, NGFW configs.
Monitor security vulnerability findings and work with Glean Security and Engineering teams to address them within agreed-upon timeframes with customers
Assist customers with cloud best practices with respect to the Glean implementation, including org policies, IAM setup, quotas, Disaster Recovery, and LLM setup
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
Take ownership of proactive and reactive support for Glean customers by prioritizing issues for your designated customer(s)
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
Handle customer-impacting alerts which require coordination with customer admin and system resources through resolution

Preferred Qualifications

Basic knowledge of LLM’s and how GPT works
Able to fully document issues you manage and contribute to the support knowledge base
Hands-on experience in at least one of the following: Search technologies, Knowledge technologies, SaaS-based system integrations