SME- D&R IRC297491

GlobalLogic; Gurugram District; On-site; INR 1,800,000 - 2,800,000; Full time

Benefits offered by this job

Exciting Projects

Collaborative Environment

Work-Life Balance

Professional Development

Excellent Benefits

Fun Perks

Job summary

GlobalLogic, Gurgaon, India, is seeking a seasoned technical support professional with a Bachelor’s degree in Computer Science or related discipline and 5-10 years of troubleshooting experience, preferably with GCP. The role requires willingness to work from the office in a 24x7 shift and familiarity with cloud or hybrid cloud environments.

You will diagnose issues via email, chat, or phone, propose product-specific solutions, document findings, and contribute to continuous improvement by

Qualifications

• Bachelor’s degree in Computer Science or related discipline or equivalent industry experience.
• 5-10 years troubleshooting experience, preferably with GCP.
• Willingness to work from office in a 24x7 shift environment.
• Strong customer support capabilities and excellent communication.
• Proven troubleshooting skills and ability to empathize with customers.

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.
• Ensure speedy response and resolution times, consistently meeting or exceeding our SLOs.
• Maintain exceptional customer satisfaction scores, adhering to high-quality standards in 90% of cases.
• Document and classify internal queries, problems, and preventative actions, contributing to retroactive analysis and continuous improvement.
• File detailed issue reports to Engineers, assist in building documentation and procedures, reproduce steps, and suggest code-level solutions for complex product bugs.

Skills

GCP experience

Cloud environments

AIML

Chatbots

LLMs

Gen AI

Strong communication

Troubleshooting

Empathy

Education

Bachelor’s degree in Computer Science or related discipline

Job description

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 24×7 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, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.