Subject Matter Expert – AIML IRC295725

GlobalLogic; India; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salaries

Family medical insurance

Professional development opportunities

Work-life balance initiatives

Fun perks like sports events and cultural activities

Job summary

GlobalLogic is seeking a Subject Matter Expert – AIML- Technical Support Engineer in India. The role involves troubleshooting customer issues and offering solutions in a 24x7 shift environment.

Effective communication and technical expertise in AIML and cloud environments are crucial for this position. The company prioritizes employee satisfaction with competitive salaries, benefits, and a collaborative work environment that fosters professional development.

Qualifications

• 3+ years of troubleshooting experience in technical support.
• Experience with Cloud or hybrid cloud environments is preferred.

Responsibilities

• Engage with customers to diagnose and resolve issues.
• Address customer-specific architectural design requirements.
• Ensure speedy response and resolution times.
• Maintain high customer satisfaction scores.
• Utilize advanced troubleshooting tools to identify issues.
• Document internal queries and prevention actions.
• Assist in building comprehensive documentation for Engineers.

Skills

Troubleshooting experience

GCP experience

Basic knowledge of AIML

Strong customer support capabilities

Excellent communication skills

Education

Bachelor’s degree in Computer Science or related discipline

Job description

Subject Matter Expert – AIML- Technical Support Engineer

Requirements

• Bachelor’s degree in Computer Science or a related discipline, or equivalent industry experience
• 3+ years of troubleshooting experience
• Preferred GCP experience
• Experience with Cloud or hybrid cloud environments
• Willingness to work from office in a 24x7 shift environment
• Basic knowledge of AIML, Chatbots, LLMs, and 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, 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 subsidised 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!