Technical Support Engineer IRC300798

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

Benefits offered by this job

Flexible work schedule

Work from home options

Paid time off

Family medical insurance

Career development

Job summary

GlobalLogic, a Hitachi Group Company, seeks a Technical Support Engineer – AI/ML in Nagpur. This customer-facing role resolves AI/ML and cloud-related issues with clear communication and proactive support.

You will handle inquiries via email, chat, or phone, using advanced debugging tools, and collaborate with Engineers to reproduce steps and propose fixes while maintaining high customer satisfaction and timely responses.

Qualifications

• Bachelor’s degree in Computer Science or related field.
• 0–1 years troubleshooting in AI/ML, LLMs, or cloud environments.
• Experience in technical support (not development) and strong communication.

Responsibilities

• Diagnose and resolve customer issues via email, chat or phone.
• Provide architecture-level guidance for product features and tailored responses.
• Meet or exceed Service Level Objectives (SLOs).
• Document issues and contribute to knowledge base for ongoing improvements.
• Collaborate with Engineers to reproduce steps and suggest fixes for complex bugs.

Skills

AI/ML

LLMs

Cloud platforms

SQL

Excellent communication

Education

Bachelor’s degree in Computer Science

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
• 0-1 years 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 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!

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.