Cloud Infrastructure Engineer Glean - Mountain View, CA, US

Cloud Infrastructure Engineer

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 looking for a talented Cloud Infrastructure Engineer to join our rapidly expanding, venture-backed startup. We are building a modern knowledge assistant personalized to every employee in your organization, making all information within your company accessible, contextual, and fresh. Our team works hard and plays hard. We are professional, creative, passionate, and most importantly - customer-obsessed. As a trusted technical resource to your assigned customers, you will ensure customer infrastructure releases and stability is your top priority, and ensure that application support issues are also managed professionally through resolution. By providing the highest level of service to our customers, you will ensure our customer experience is the best in the industry. You will:

• 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
• Please note that this role will be dedicated to select customers and requires additional background screenings/clearances/training/certification, carry & use of customer-provided equipment, and extended on-call shift timing based on customer contractual obligations.

About you:

• Technically curious: you have a never-ending desire to add technical knowledge and skills to your personal toolkit and share those learnings with your peers
• Fearless: you have an intense need to tackle the toughest customer issues and technically complex issues with the goal of driving customer satisfaction
• Strong communicator: you are a professional presenter with superior interaction skills with both customers and internal teams
• Detail-oriented: you are highly organized and methodical, ensuring all issues are managed to completion
• Data-driven: you utilize metrics and objective measurements to assess success and improvement opportunities for yourself and for the customer experience
• 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
• Basic knowledge of LLM's and how GPT works (preferred)
• Able to fully document issues you manage and contribute to the support knowledge base (preferred)
• Hands-on experience in at least one of the following: Search technologies, Knowledge technologies, SaaS-based system integrations (preferred)

Location:

• This role is hybrid (4 days a week in our Mountain View office)

Compensation & Benefits: The standard base salary range for this position is $144,000 - $174,000 annually. 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 offer a comprehensive benefits package including competitive compensation, Medical, Vision, and Dental coverage, generous time-off policy, and the opportunity to contribute to your 401k plan to support your long-term goals. When you join, you'll receive a home office improvement stipend, as well as an annual education and wellness stipends to support your growth and wellbeing. We foster a vibrant company culture through regular events, and provide healthy lunches daily to keep you fueled and focused. 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. #LI-HYBRID 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