ML Engineer jobs

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 seeking a Data Science Operations Specialist - Intern to sit within Support Operations and combine analytical rigor with practical execution to improve processes, drive operational efficiency, and enable support engineers with data-driven insights and tools. You will learn how to convert support data into metrics, dashboards, and experiments that improve customer outcomes and team performance. You will:

• Analyze support workflows and ticket data (e.g., volume, handle time, SLA risk) to surface trends, bottlenecks, and improvement opportunities.
• Build lightweight dashboards and reports for key metrics (e.g., ticket volume, FRT/TTR, CSAT, NPS, CES) using spreadsheets or BI tools.
• Partner with Support Ops to improve tool configurations and workflows (e.g., Zendesk categories/forms, Jira data links), documenting changes and outcomes.
• Contribute to runbooks and internal knowledge base content to standardize best practices and ensure process compliance.
• Prototype analytics/ML helpers for support use cases (e.g., auto-tagging, intent classification, duplicate detection) with guidance from mentors.
• Assist in maintaining trusted data pipelines from Zendesk/Jira and product telemetry (basic ETL hygiene, data QA checks).
• Support forecasting exercises (ticket volumes, channel mix) and simple capacity models to inform staffing and scheduling.
• Run small A/B tests and quasi-experiments across macros/forms and measure impact on FRT, TTR, CSAT, and deflection.

About you:

• How a modern AI support organization uses data, experimentation, and MLOps to drive measurable outcomes.
• Practical skills in SQL, Python, and BI for operational analytics and dashboarding.
• How to structure runbooks, SLIs/SLOs, and KPI reviews to align teams on action.
• Best practices for Zendesk and Jira configurations that improve agent efficiency and customer experience.
• Currently pursuing a Bachelor’s or Master’s in Computer Science, Data Science, Statistics, Engineering, or a related field.
• Comfort with data analysis fundamentals; basic proficiency in spreadsheets and at least one of SQL or Python.
• Clear, structured written communication; ability to document steps, decisions, and outcomes.
• Curiosity, ownership, and strong attention to detail.
• Familiarity with support systems (e.g., Zendesk, Jira) and customer support metrics (e.g., CSAT, NPS, FRT, TTR).
• Experience with a BI platform (e.g., Sigma, Looker, Metabase, Tableau) or equivalent dashboarding tools.
• Exposure to ETL/ELT concepts or orchestration tools (e.g., dbt, Airflow, Dagster).
• Introductory statistics for experimentation, forecasting, or anomaly detection.
• Hands-on projects using LLM/ML for text classification or tagging are a plus.
• Languages: Python, SQL
• BI & Analysis: Sigma, Looker, Metabase, Tableau, spreadsheets
• Ops Stack: Zendesk, Jira
• Data: ETL/ELT concepts (e.g., dbt, Airflow, Dagster)

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.

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.

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