Technical Support Engineer (GKE)

Hitachi, Ltd.; Gurugram District; On-site; INR 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Exciting Projects

Collaborative Environment

Work-Life Balance

Professional Development

Excellent Benefits

Fun Perks

Job summary

GlobalLogic in Gurugram is seeking a Cloud Support Associate to handle inbound cases via chat and email, troubleshoot GKE/Kubernetes issues, and assist with GCP infrastructure configuration. You will document fixes and contribute to a knowledge base while maintaining strong CSAT scores.

The role requires 1–3 years in technical support or cloud operations, with foundational bash/python scripting and strong communication skills. Attractive benefits and growth opportunities are offered.

Qualifications

• Foundation in Docker containers and Kubernetes objects (Pods, Deployments, Services, Namespaces).
• Experience with GCP core services (GKE, Compute Engine, Cloud Storage).
• Hands-on with kubectl, JSON/YAML, and log interpretation.

Responsibilities

• Own customer cases via live chat and email within SLAs.
• Troubleshoot container issues including CrashLoopBackOff, image pull errors, and pod states.
• Assist with Google Cloud networking, VPC allocations, firewall rules, IAM roles.
• Guide customers to pull and interpret cluster logs and metrics.
• Document troubleshooting steps and contribute to knowledge base.
• Escalate systemic issues with reproducible evidence to Tier 3/SME teams.
• Aim for high CSAT and QA benchmarks in interactions.

Skills

Container fundamentals

GCP exposure

Troubleshooting & tools

Communication skills

Support experience

Education

Bachelor’s degree in CS / related field

Tools

kubectl

JSON/YAML parsing

Cloud Logging

Job description

Job Description

Key Responsibilities

• Inbound Case & CHAT Handling: Own customer cases to Respond, triage, diagnose, troubleshoot, and resolve all incoming customer support requests via live chat, and email within designated SLAs.
• GKE & Kubernetes Troubleshooting: Help customers troubleshoot routine to moderately complex container issues, including CrashLoopBackOff, image pull errors, pod pending states, resource limits, and service exposure problems.
• GCP Infrastructure & Access Support: Assist users with basic Google Cloud networking configurations, VPC-native IP allocations, firewall rules, service account permissions, and IAM role bindings.
• Log Analysis & Error Isolation: Guide customers on how to pull and interpret cluster event logs, container standard output/error, and basic Cloud Logging metrics to isolate failure root causes.
• Documentation & Knowledge Base Contribution: Document troubleshooting steps, resolutions, and known workarounds accurately in the ticketing tool; author user-facing knowledge base articles for common GKE misconfigurations.
• Escalation Routing: Package reproducible evidence, logs, and configuration snippets cleanly and elevate unresolvable or systemic infrastructure issues to Tier 3/SME engineering teams.
• Customer Satisfaction & Quality Metrics: Consistently achieve high customer satisfaction ratings while meeting stringent quality assurance benchmarks across at least 90% of handled interactions.

Required Skills & Experience

• Container Fundamentals: Foundational knowledge of Docker containerization and core Kubernetes objects (Pods, Deployments, Services, Namespaces, ConfigMaps, Secrets).
• GCP Exposure: Familiarity with Google Cloud Platform core infrastructure (GKE, Compute Engine, Cloud Storage, and basic Cloud IAM).
• Troubleshooting & Tools: Hands‑on experience using kubectl commands, parsing JSON/YAML configuration files, and reading basic application or system logs.
• Communication Skills: Exceptional written and verbal communication skills; ability to explain technical fixes clearly to users of varying skill levels.
• Support Experience: 1 to 3 years of experience in technical support, IT helpdesk, or cloud operations environments.

Requirements

Preferred Qualifications

• Bachelor’s degree in Computer Science, B.Tech/B.E. in Computer Science and Engineering (CSE), a related technical discipline, or equivalent hands‑on industry experience.
• Entry‑level cloud or container credentials, such as Google Cloud Certified Associate Cloud Engineer or Kubernetes and Cloud Native Associate (KCNA).
• Background supporting enterprise IT operations in a 24/7 or shift‑based rotation.
• Foundational command-line and scripting skills (Bash or Python) to automate basic diagnostics and log aggregation.

Job Responsibilities

• Inbound Case & CHAT Handling: Own customer cases to Respond, triage, diagnose, troubleshoot, and resolve all incoming customer support requests via live chat, and email within designated SLAs.
• GKE & Kubernetes Troubleshooting: Help customers troubleshoot routine to moderately complex container issues, including CrashLoopBackOff, image pull errors, pod pending states, resource limits, and service exposure problems.
• GCP Infrastructure & Access Support: Assist users with basic Google Cloud networking configurations, VPC‑native IP allocations, firewall rules, service account permissions, and IAM role bindings.
• Log Analysis & Error Isolation: Guide customers on how to pull and interpret cluster event logs, container standard output/error, and basic Cloud Logging metrics to isolate failure root causes.
• Documentation & Knowledge Base Contribution: Document troubleshooting steps, resolutions, and known workarounds accurately in the ticketing tool; author user‑facing knowledge base articles for common GKE misconfigurations.
• Escalation Routing: Package reproducible evidence, logs, and configuration snippets cleanly and elevate unresolvable or systemic infrastructure issues to Tier 3/SME engineering teams.
• Customer Satisfaction & Quality Metrics: Consistently achieve high customer satisfaction ratings while meeting stringent quality assurance benchmarks across at least 90% of handled interactions.

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.