Technical Support Engineer

Globallogic; Nagpur District; On-site; INR 350,000 - 700,000; Full time

Benefits offered by this job

Flexible work schedules

Work from home option

Paid time off

Holidays

Job summary

Globallogic is seeking a Technical Support Engineer – AI/ML in Nagpur to assist customers with AI/ML-related issues. You will diagnose, troubleshoot, and resolve queries via email, chat, or phone while understanding architectural needs and providing targeted solutions.

The role requires strong communication, empathy, and a customer-first approach. Ideal candidates have a Bachelor’s degree in CS or related field and 0-1 years of troubleshooting experience, with preferred exposure to GCP and cloud

Qualifications

• Bachelor's degree in Computer Science or a related discipline.
• 0-1 years of troubleshooting experience.
• 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.

Responsibilities

• Engage with customers via email, chat or phone to diagnose and resolve 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 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 root causes and provide clear assessments.
• Document and classify internal queries, problems, and preventative actions; contribute to retroactive analysis and continuous improvement.
• File detailed issue reports to Engineers, assist in documentation and procedures, reproduce steps, and suggest code-level solutions for complex product bugs.

Skills

Customer support

Excellent communication

Troubleshooting

Empathy

Education

Bachelor's degree in Computer Science or related

Tools

GCP

Job description

Description:

Technical Support Engineer – AI/ML

1+ years of experience in AI/ML technologies, LLM models, and any Cloud platform. Candidates should have experience in Technical Support (not Development) and fair knowledge of SQL. Excellent communication skills are mandatory as this is a customer-facing support role.

Requirements:

Bachelor’s degree in Computer Science or a related discipline and/or equivalent

0-1years 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!