SME- D&R

Hitachi, Ltd.; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Flexible work schedules

Work from home

Job summary

GlobalLogic is seeking a Subject Matter Expert to engage with customers via email, chat or phone to diagnose and resolve issues, and to tailor responses to product features and architectures. Ideal candidates have a CS degree or equivalent, 5–10 years of troubleshooting in cloud or hybrid environments, and strong communication and empathy to maintain high CSAT and meet SLOs.

You will collaborate with engineers, document findings, contribute to knowledge bases, and participate in ongoing

Qualifications

• Bachelor’s degree or equivalent industry experience.
• 5–10 years troubleshooting across relevant environments.
• Basic AIML/LLM knowledge; cloud or hybrid cloud environments.

Responsibilities

• Diagnose and resolve customer issues via email, chat or phone.
• Offer targeted solutions for product features and architectures.
• Meet or exceed Service Level Objectives (SLOs).
• Maintain high customer satisfaction scores (CSAT).
• Use advanced tools to pinpoint root causes and provide clear assessments.
• Document queries and contribute to retroactive analysis and improvements.
• File detailed reports to engineers and aid in knowledge base creation.

Skills

Troubleshooting

Customer support

Communication

Empathy

Education

Bachelor’s degree in Computer Science or related field

Job description

Job Description

Subject Matter Expert

Requirements

• Bachelor’s degree in Computer Science or a related discipline and/or equivalent industry experience
• 5-10 years of troubleshooting experience on the following:
• Preferred GCP experience
• Cloud or hybrid cloud environments
• Willingness to work from office in a 24x7 shift environment
• Basic knowledge of AIML, Chatbots, LLMs, Gen AI
• Strong customer support capabilities
• Excellent communication skills
• Proven troubleshooting skills
• Ability to empathize with customers and handle issues with care

Job Responsibilities

• Engage with customers via email or chat or phone to diagnose, resolve their issues and track support queries.
• Address customer-specific architectural design requirements, offering targeted solutions for specific products or product features, ensuring tailored and effective responses.
• Ensure speedy response and resolution times, consistently meeting or exceeding our Service Level Objectives (SLOs).
• Maintain exceptional customer satisfaction scores, adhering to high-quality standards in 90% of cases.
• Utilize advanced troubleshooting tools and techniques to pinpoint the root cause of issues and provide customers with clear, comprehensive assessments.
• Document and classify internal queries, problems, and preventative actions, contributing to thorough retroactive analysis and continuous improvement.
• File detailed issue reports to Engineers, assist in building comprehensive documentation and procedures, document desired behavior, reproduce steps, and suggest code-level solutions for complex product bugs.

What we offer

Exciting Projects: We focus on industries like High-Tech, communication, media, healthcare, retail and telecom. Our customer list is full of fantastic global brands and leaders who love what we build for them.

Collaborative Environment: You Can expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment — or even abroad in one of our global centers or client facilities!

Work-Life Balance: GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules, opportunities to work from home, and paid time off and holidays.

Professional Development: Our dedicated Learning & Development team regularly organizes Communication skills training(GL Vantage, Toast Master),Stress Management program, professional certifications, and technical and soft skill trainings.

Excellent Benefits: We provide our employees with competitive salaries, family medical insurance, Group Term Life Insurance, Group Personal Accident Insurance , NPS(National Pension Scheme ), Periodic health awareness program, extended maternity leave, annual performance bonuses, and referral bonuses.

Fun Perks: We want you to love where you work, which is why we host sports events, cultural activities, offer food on subsidies rates, Corporate parties. Our vibrant offices also include dedicated GL Zones, rooftop decks and GL Club where you can drink coffee or tea with your colleagues over a game of table and offer discounts for popular stores and restaurants!

About GlobalLogic

GlobalLogic is a full-lifecycle product development services leader that combines chip-to-cloud software engineering expertise and vertical industry experience to help our customers design, build, and deliver their next-generation products and digital experiences. We expertly integrate design, complex engineering, and agile delivery capabilities to deliver superior business outcomes for global brands in telecom, automotive, healthcare, technology, media and entertainment, manufacturing, and semiconductor industries.

Headquartered in Silicon Valley, GlobalLogic employs over 25,000 designers and engineers across the globe. Analysts like NASSCOM and Zinnov have recognized us for being a top company in our field, and we are consistently nominated as a preferred employer by both global HR consultative firms and local job boards. By creating a work environment that is exciting and flexible, and by fostering growth through ongoing learning and development programs, we empower our employees to achieve both their professional and personal goals.

At GlobalLogic, we make amazing products — and careers.