Technical Support Engineer IRC300798

GlobalLogic; India; On-site; INR 500,000 - 700,000; Full time

Benefits offered by this job

Exciting Projects

Collaborative Environment

Work-Life Balance

Professional Development

Excellent Benefits

Fun Perks

Job summary

GlobalLogic in India is hiring for an AI/ML-focused technical support role with 1+ years of experience in AI/ML, LLMs, and cloud platforms. The candidate will handle customer interactions via email, chat, or phone, diagnose issues, and provide targeted solutions while maintaining high satisfaction and adherence to SLOs.

Qualifications include a CS degree, 0-1 years troubleshooting exposure, preferred GCP experience, and willingness to work in a 24×7 office environment.

Qualifications

• Bachelor’s degree in Computer Science or related discipline.
• 0-1 years of troubleshooting experience on relevant platforms.
• Preferred GCP experience.
• Cloud or hybrid cloud environments familiarity.
• Willingness to work from office in a 24×7 shift environment.
• Basic knowledge of AIML, Chatbots, LLMs, Gen AI.
• Strong customer support capabilities.
• Excellent communication skills.
• Experience in AI/ML technologies, LLM models, and any Cloud platform.

Responsibilities

• Engage with customers via email, chat, or phone to diagnose and resolve issues.
• Provide solutions for architectural design requirements related to products/features.
• Ensure fast responses and resolve times, meeting SLO targets.
• Maintain high customer satisfaction scores in the majority of cases.
• Use advanced troubleshooting tools to identify root causes and provide assessments.
• Document and classify internal queries, issues, and preventive actions.
• File detailed issue reports to Engineers and assist in building documentation and procedures.

Education

Bachelor’s degree in Computer Science or related discipline

Equivalent degree/experience

Tools

GCP

Job description

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 24×7 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 behaviour, 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!

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.