Posted 1w ago
Pay
Salary (undisclosed)
Location
Gurgaon, India
On site
Apply by
27 Oct
5 days left
Skills this role screens for
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Still studying?Cloud computing internships open nowAbout the role
GlobalLogic is hiring for the role of Technical Support Engineer- AIML!
The work
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Engage with customers through email, chat, and phone to diagnose, troubleshoot, and resolve complex technical issues related to AIML products, solutions, and cloud environments.
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Provide technical support and guidance for customer-specific AIML and cloud-based solutions, addressing architectural design requirements and offering targeted recommendations.
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Troubleshoot issues related to AI/ML models, Generative AI, APIs, integrations, deployments, and cloud services.
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Ensure timely response and resolution of customer queries while consistently meeting or exceeding defined Service Level Objectives (SLOs).
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Maintain high customer satisfaction by delivering accurate, effective, and high-quality technical support.
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Utilize advanced troubleshooting tools and techniques to identify root causes and provide customers with clear and comprehensive resolutions.
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Analyze complex technical issues, reproduce problems, and perform detailed investigations to identify the underlying cause.
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Document and classify customer queries, technical issues, root causes, resolutions, and preventative actions to support continuous improvement and knowledge sharing.
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Collaborate with Engineering, Product, and other cross-functional teams to investigate and resolve complex technical issues and product-related concerns.
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File detailed bug and issue reports for Engineering teams, including problem descriptions, reproduction steps, expected and actual behavior, logs, and relevant technical details.
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Assist in creating and maintaining technical documentation, troubleshooting guides, knowledge base articles, and standard operating procedures.
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Identify recurring issues and trends and recommend preventative actions or process improvements to enhance product quality and customer experience.
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Clearly communicate technical concepts and solutions to customers and internal stakeholders with varying levels of technical expertise.
Who they want
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Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline, and/or equivalent practical experience.
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1+ years of experience in Technical Support, troubleshooting, or a related technical field.
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Strong knowledge or understanding of Artificial Intelligence and Machine Learning (AIML), Chatbots, Large Language Models (LLMs), and Generative AI.
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Preferred experience or knowledge of Google Cloud Platform (GCP).
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Basic understanding of cloud or hybrid cloud environments.
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Strong troubleshooting and analytical skills with the ability to diagnose and resolve technical issues effectively.
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Strong customer support capabilities with a customer-focused approach.
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Excellent verbal and written communication skills.
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Ability to understand customer concerns, empathize with customers, and handle issues with care and professionalism.
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Ability to clearly communicate technical concepts and solutions to customers with varying levels of technical knowledge.
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Willingness to work from the office in a 24*7 rotational shift environment.
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Ability to work collaboratively with cross-functional teams and adapt to a fast-paced support environment.
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