About the role
GlobalLogic is hiring for the role of Technical Support Engineer – Compute Engine!
Responsibilities of the Candidate:
- Engage with customers via email, 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.
Requirements
- Bachelor's degree in Computer Science or a related discipline and/or equivalent industry experience. - 1–3 years of troubleshooting experience. - Preferred GCP experience. - Experience with cloud or hybrid cloud environments. - Willingness to work from office in a 24/7 shift environment. - Basic knowledge of AI/ML, Chatbots, LLMs, Gen AI. - Strong customer support capabilities. - Excellent communication skills. - Proven troubleshooting skills. - Ability to empathize with customers and handle issues with care.