Technical Support Engineer
GlobalLogic
Gurgaon, Haryana, IndiaFresher1h agovia LinkedIn
About the Role
GlobalLogic, a Hitachi Group Company, is seeking a Technical Support Engineer - Compute Engine. This role focuses on engaging with customers to diagnose and resolve issues within cloud and hybrid cloud environments.
Key Responsibilities
- Engage with customers via email, chat, or phone to diagnose, resolve issues, and track support queries.
- Address customer-specific architectural design requirements, offering targeted solutions.
- Ensure speedy response and resolution times, consistently meeting or exceeding 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 root causes and provide clear, comprehensive assessments.
- Document and classify internal queries, problems, and preventative actions for retroactive analysis and continuous improvement.
- File detailed issue reports to Engineers.
- Assist in building comprehensive documentation and procedures, documenting desired behavior, reproducing steps, and suggesting code-level solutions for complex product bugs.
Requirements & Tech Stack
- GCP Experience
- Cloud or hybrid cloud environments
- Basic knowledge of AIML, Chatbots, LLMs, Gen AI
- Communication skills
- Troubleshooting skills
- Willingness to work from office in a 24×7 shift environment
Qualifications
- Bachelor’s degree in Computer Science or a related discipline and/or equivalent
- 0-1 years of troubleshooting experience