GlobalLogic is hiring for the role of Technical Support Engineer- AIML!

Responsibilities of the Candidate:

- Engage with customers through email, chat, and phone to diagnose, troubleshoot, and resolve complex technical issues related to AIML products, solutions, and cloud environments.

- Provide technical support and guidance for customer-specific AIML and cloud-based solutions, addressing architectural design requirements and offering targeted recommendations.

- Troubleshoot issues related to AI/ML models, Generative AI, APIs, integrations, deployments, and cloud services.

- Ensure timely response and resolution of customer queries while consistently meeting or exceeding defined Service Level Objectives (SLOs).

- Maintain high customer satisfaction by delivering accurate, effective, and high-quality technical support.

- Utilize advanced troubleshooting tools and techniques to identify root causes and provide customers with clear and comprehensive resolutions.

- Analyze complex technical issues, reproduce problems, and perform detailed investigations to identify the underlying cause.

- Document and classify customer queries, technical issues, root causes, resolutions, and preventative actions to support continuous improvement and knowledge sharing.

- Collaborate with Engineering, Product, and other cross-functional teams to investigate and resolve complex technical issues and product-related concerns.

- File detailed bug and issue reports for Engineering teams, including problem descriptions, reproduction steps, expected and actual behavior, logs, and relevant technical details.





- Assist in creating and maintaining technical documentation, troubleshooting guides, knowledge base articles, and standard operating procedures.

- Identify recurring issues and trends and recommend preventative actions or process improvements to enhance product quality and customer experience.

- Clearly communicate technical concepts and solutions to customers and internal stakeholders with varying levels of technical expertise.

Requirements:

- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline, and/or equivalent practical experience.

- 1+ years of experience in Technical Support, troubleshooting, or a related technical field.

- Strong knowledge or understanding of Artificial Intelligence and Machine Learning (AIML), Chatbots, Large Language Models (LLMs), and Generative AI.

- Preferred experience or knowledge of Google Cloud Platform (GCP).

- Basic understanding of cloud or hybrid cloud environments.

- Strong troubleshooting and analytical skills with the ability to diagnose and resolve technical issues effectively.

- Robust customer support capabilities with a customer-focused approach.

- Excellent verbal and written communication skills.

- Ability to understand customer concerns, empathize with customers, and handle issues with care and professionalism.

- Ability to clearly communicate technical concepts and solutions to customers with varying levels of technical knowledge.

- Willingness to work from the office in a 24*7 rotational shift environment.

- Ability to work collaboratively with cross-functional teams and adapt to a fast-paced support environment.

📌 Technical Support Engineer- AIML (Gurugram)
🏢 Nameless
📍 Gurugram