Description

Subject Matter Expert – AIML- Technical Support Engineer

Requirements

Bachelor's degree in Computer Science or a related discipline and/or equivalent

industry experience

3+ years of troubleshooting experience on the following:

Preferred GCP Experience

Cloud or hybrid cloud environments

Willingness to work from office in a 24×7 shift environment

Basic knowledge of AIML, Chatbots, LLMs, Gen AI

Strong customer support capabilities

Excellent communication skills

Proven troubleshooting skills

Ability to empathize with customers and handle issues with care

Job responsibilities

Engage with customers via email or 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.

What we offer

Culture of caring. At GlobalLogic, we prioritize a culture of caring. Across every region and department, at every level, we consistently put people first. From day one, you'll experience an inclusive culture of acceptance and belonging, where you'll have the chance to build meaningful connections with collaborative teammates, supportive managers, and compassionate leaders.

Learning and development. We are committed to your continuous learning and development. You'll learn and grow daily in an environment with many opportunities to try new things, sharpen your skills, and advance your career at GlobalLogic. With our Career Navigator tool as just one example, GlobalLogic offers a rich array of programs, training curricula, and hands-on opportunities to grow personally and professionally.

Interesting & meaningful work. GlobalLogic is known for engineering impact for and with clients around the world. As part of our team, you'll have the chance to work on projects that matter. Each is a unique opportunity to engage your curiosity and creative problem-solving skills as you help clients reimagine what's possible and bring new solutions to market. In the process, you'll have the privilege of working on some of the most cutting-edge and impactful solutions shaping the world today.

Balance and flexibility. We believe in the importance of balance and flexibility. With many functional career areas, roles, and work arrangements, you can explore ways of achieving the perfect balance between your work and life. Your life extends beyond the office, and we always do our best to help you integrate and balance the best of work and life, having fun along the way!

High-trust organization. We are a high-trust organization where integrity is key. By joining GlobalLogic, you're placing your trust in a safe, reliable, and ethical global company. Integrity and trust are a cornerstone of our value proposition to our employees and clients. You will find truthfulness, candor, and integrity in everything we do.

About GlobalLogic

GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world's largest and most forward-thinking companies. Since 2000, we've been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.

Subject Matter Expert AIML IRC295725