IT Support

About Glean:   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 seasoned L3 Senior IT Engineer to join our team as a technical visionary and primary escalation authority within IT Support. In this capacity, you will take full ownership of our sophisticated infrastructure, identity management, and endpoint security ecosystems, overseeing critical platforms such as Okta, Google Workspace, and Kandji to ensure seamless operational excellence.   As a senior leader, you will resolve high-stakes technical challenges, conduct deep-dive root-cause investigations, and champion automation to refine our global processes. You will be instrumental in upholding rigorous compliance standards while providing high-level mentorship to our L1 and L2 engineering staff. Collaboration is key; you will work cross-functionally with Security, HR, Finance, and Engineering stakeholders, as well as external partners, to architect and maintain IT services that are both secure and scalable.   This individual contributor position is situated in Bangalore, where you will report directly to the IT Support leadership team.   You will:

• Act as the final escalation point for complex IT issues across identity, infrastructure, endpoints, networking, and SaaS applications.
• Administer and optimize Okta, Google Workspace, Kandji, and related identity and endpoint-management platforms.
• Troubleshoot advanced issues across macOS, Windows, and Linux environments.
• Lead root-cause analysis for major incidents and implement long-term corrective and preventive actions.
• Monitor system health, endpoint compliance, patch status, alerts, and operational risks.
• Design and implement automation for onboarding, offboarding, provisioning, access management, compliance checks, reporting, and asset lifecycle workflows.
• Build and maintain scripts and integrations using Python, PowerShell, Bash, or equivalent technologies.
• Lead proof-of-concept projects to evaluate new IT, security, endpoint, and automation solutions.
• Partner with Security, HR, Finance, and Engineering on identity governance, employee lifecycle management, asset management, and operational workflows.
• Support ITIL-aligned Incident, Problem, Change, and Asset Management processes.
• Maintain accurate SOPs, technical runbooks, knowledge-base articles, system documentation, and process workflows.
• Support ISO 27001, SOC 2, internal audit, policy implementation, and compliance-readiness activities.
• Coordinate with vendors on technical escalations, system upgrades, renewals, integrations, and service improvements.
• Mentor L1/L2 IT engineers and provide technical leadership across IT operations projects.
• Track operational metrics and communicate risks, trends, and improvement outcomes to management.
• Identify opportunities to improve reliability, security, efficiency, and employee experience across IT services.

About you: 

• 8+ years of experience in IT engineering, systems administration, IT operations, endpoint management, or a related field.
• Demonstrated experience operating as an L3 escalation engineer or senior technical individual contributor.
• Strong hands-on experience administering Okta, including SSO, MFA, lifecycle automation, application integrations, and access policies.
• Strong experience administering Google Workspace, including user lifecycle management, groups, access controls, and security settings.
• Hands-on experience with Kandji, Jamf, Intune, or a similar MDM platform.
• Advanced troubleshooting experience across macOS, Windows, and Linux.
• Strong understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, routing, and firewalls.
• Experience with automation and scripting using Python, PowerShell, Bash, or similar tools.
• Experience with ITSM platforms such as Jira Service Management, ServiceNow, or Freshservice.
• Strong understanding of ITIL processes, including Incident, Problem, Change, and Asset Management.
• Experience conducting root-cause analysis and driving corrective actions for high-impact incidents.
• Familiarity with endpoint security, identity governance, access control, patch compliance, and security operations.
• Experience supporting ISO 27001, SOC 2, internal audits, or similar compliance programs.
• Strong documentation, communication, prioritization, and stakeholder-management skills.
• Ability to work independently, make sound decisions under pressure, and take ownership from investigation through resolution.
• Experience mentoring junior engineers and leading cross-functional technical initiatives.
• A security-first and automation-oriented mindset.
• Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred but not required.

Location:

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

Compensation & Benefits:   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’re committed to building and sustaining a diverse, inclusive workplace. We strive to attract and retain people with a wide range of backgrounds, experiences, and perspectives, and we do not discriminate on the basis of 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 isn't required.   Global Data Privacy Notice for Job Candidates and Applicants:   Depending on your location, the General Data Protection Regulation (GDPR), California Consumer Privacy Act (CCPA), or other privacy laws may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available in our Privacy Policy. By submitting your application, you are agreeing to our use and processing of your data as required. US applicants and their applications are subject to arbitration of disputes as outlined in our Applicant Arbitration Agreement.
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