IT Support
Glean
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