Technical Support Engineer- AIML (Gurugram)

Hitachi, Ltd.; Gurugram District; On-site; INR 400,000 - 650,000; Full time

Benefits offered by this job

Flexible schedules

Work from home

Paid time off

Professional certifications

Learning & Development

Medical insurance

Job summary

GlobalLogic is looking for a highly skilled and customer-focused AIML Technical Support Engineer with strong experience in Artificial Intelligence and Machine Learning technologies, along with hands-on experience in Technical Support and any Cloud platform.

The ideal candidate should have a strong understanding of AIML concepts and technologies, excellent troubleshooting and problem-solving skills, and the ability to support customers in resolving complex technical issues.

Qualifications

• Bachelor’s degree in Computer Science, IT, Engineering or related field; equivalent practical experience.
• 1+ year(s) in Technical Support or related technical field.
• Solid understanding of AIML, chatbots, LLMs and Generative AI.
• Preferred knowledge of GCP; basic cloud/hybrid cloud concepts are a plus.
• Strong troubleshooting and customer-centric communication skills.

Responsibilities

• Diagnose, troubleshoot, and resolve complex AIML and cloud-related issues via email, chat, and phone.
• Provide technical guidance on AIML and cloud-based solutions for customers and architects.
• Troubleshoot AI/ML models, Generative AI, APIs, deployments, and related services.
• Meet or exceed defined SLAs while maintaining high customer satisfaction.
• Collaborate with Engineering, Product, and cross-functional teams to drive resolutions.

Skills

AIML

Troubleshooting

Customer support

Chatbots

LLMs

Generative AI

Communication skills

Problem solving

Education

Bachelor's degree in Computer Science/IT/Engineering

Tools

Google Cloud Platform (GCP)

AWS

Microsoft Azure

Job description

Job Description

GlobalLogic islooking for a highly skilled and customer-focused AIML Technical Support Engineer with strong experience in Artificial Intelligence and Machine Learning technologies, along with hands-on experience in Technical Support and any Cloud platform.

The ideal candidate should have a strong understanding of AIML concepts and technologies, excellent troubleshooting and problem-solving skills, and the ability to support customers in resolving complex technical issues. Experience with cloud platforms such as Google Cloud Platform (GCP), AWS, or Microsoft Azure is required.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline, and/or equivalent practical experience.
• 1+ years of experience in Technical Support, troubleshooting, or a related technical field.
• Strong knowledge or understanding of Artificial Intelligence and Machine Learning (AIML), Chatbots, Large Language Models (LLMs), and Generative AI.
• Preferred experience or knowledge of Google Cloud Platform (GCP).
• Basic understanding of cloud or hybrid cloud environments.
• Strong troubleshooting and analytical skills with the ability to diagnose and resolve technical issues effectively.
• Strong customer support capabilities with a customer-focused approach.
• Excellent verbal and written communication skills.
• Ability to understand customer concerns, empathize with customers, and handle issues with care and professionalism.
• Ability to clearly communicate technical concepts and solutions to customers with varying levels of technical knowledge.
• Willingness to work from the office in a 24x7 rotational shift environment.
• Ability to work collaboratively with cross-functional teams and adapt to a fast-paced support environment.

Job Responsibilities

• Engage with customers through email, chat, and phone to diagnose, troubleshoot, and resolve complex technical issues related to AIML products, solutions, and cloud environments.
• Provide technical support and guidance for customer-specific AIML and cloud-based solutions, addressing architectural design requirements and offering targeted recommendations.
• Troubleshoot issues related to AI/ML models, Generative AI, APIs, integrations, deployments, and cloud services.
• Ensure timely response and resolution of customer queries while consistently meeting or exceeding defined Service Level Objectives (SLOs).
• Maintain high customer satisfaction by delivering accurate, effective, and high-quality technical support.
• Utilize advanced troubleshooting tools and techniques to identify root causes and provide customers with clear and comprehensive resolutions.
• Analyze complex technical issues, reproduce problems, and perform detailed investigations to identify the underlying cause.
• Document and classify customer queries, technical issues, root causes, resolutions, and preventative actions to support continuous improvement and knowledge sharing.
• Collaborate with Engineering, Product, and other cross-functional teams to investigate and resolve complex technical issues and product-related concerns.
• File detailed bug and issue reports for Engineering teams, including problem descriptions, reproduction steps, expected and actual behavior, logs, and relevant technical details.
• Assist in creating and maintaining technical documentation, troubleshooting guides, knowledge base articles, and standard operating procedures.
• Identify recurring issues and trends and recommend preventative actions or process improvements to enhance product quality and customer experience.
• Clearly communicate technical concepts and solutions to customers and internal stakeholders with varying levels of technical expertise.

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.