Technical Support Engineer- AIML (Gurugram) IRC300786

GlobalLogic; Gurgaon; On-site; INR 350,000 - 600,000; Full time

Benefits offered by this job

Flexible work schedules

Work from home options

Paid time off & holidays

Learning & Development programs

Competitive salaries

Medical insurance

Job summary

GlobalLogic, a leading digital engineering partner, seeks an AIML Technical Support Engineer in Gurugram to diagnose and resolve complex issues across AIML products and cloud environments. You will engage with customers via email, chat, and phone, providing targeted guidance and prompt solutions.

The ideal candidate has 0–1 years in technical support, a basic understanding of AIML and cloud platforms (GCP/AWS/Azure), and strong communication skills to explain technical concepts clearly.

Qualifications

• Bachelor’s degree in CS/IT/Engineering or equivalent practical experience.
• 0–1 years in Technical Support or related technical field.
• Basic AIML knowledge: chatbots, LLMs and Generative AI.
• GCP/AWS/Azure familiarity preferred.
• Strong communication and customer-focused approach.

Responsibilities

• Diagnose, troubleshoot, and resolve complex AIML and cloud-related issues via email, chat, and phone.
• Provide guidance on customer-specific AIML and cloud-based solutions and architectural requirements.
• Troubleshoot AI/ML models, APIs, integrations, deployments, and cloud services.
• Meet or exceed defined SLOs and ensure timely responses.
• Document issues, root causes, and resolutions for knowledge sharing.
• Collaborate with Engineering and Product teams to resolve product-related concerns.
• Create and maintain technical documentation and troubleshooting guides.
• Clearly communicate technical concepts to customers with varying knowledge levels.

Skills

Troubleshooting

Customer support

Communication

AIML basics

Cloud platforms

GCP familiarity

Education

Bachelors in CS/IT/Engineering

Tools

Google Cloud Platform

AWS

Azure

Job description

Technical Support Engineer- AIML (Gurugram) IRC300786

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.
• 0–1 years of experience in Technical Support, troubleshooting, or a related technical field.
• Basic 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 24×7 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, 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.