About the role
Global Logic is hiring for the role of Technical Support Engineer!
Responsibilities of the Candidate:
- Engage with customers via email, chat or phone to diagnose and resolve their issues and track support queries.
- Address customer-specific architectural design requirements, offering targeted solutions for specific products or product features.
- 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 identify the root cause of issues and provide customers with clear assessments.
- Document and classify internal queries, problems and preventative actions to support analysis and continuous improvement.
- File detailed issue reports to Engineers and assist in building documentation and procedures.
- Document desired behaviour, reproduce steps and suggest code level solutions for complex product bugs.
Requirements
- Bachelor's degree in Computer Science or a related discipline and/or equivalent industry experience.
- 1 to 3 years of troubleshooting experience.
- Preferred GCP experience.
- Experience with cloud or hybrid cloud environments.
- Willingness to work from the office in a 24×7 shift environment.
- Basic knowledge of AI/ML, Chatbots, LLMs and Gen AI.
- Strong customer support capabilities.
- Excellent communication skills.
- Proven troubleshooting skills.
- Ability to empathize with customers and handle issues with care.