Technical Support Engineer (GKE) IRC300789

Description

Key Responsibilities

Inbound Case & CHAT Handling: Own customer cases to Respond, triage, diagnose, troubleshoot, and resolve all incoming customer support requests via live chat, and email within designated SLAs.
GKE & Kubernetes Troubleshooting: Help customers troubleshoot routine to moderately complex container issues, including CrashLoopBackOff, image pull errors, pod pending states, resource limits, and service exposure problems.
GCP Infrastructure & Access Support: Assist users with basic Google Cloud networking configurations, VPC-native IP allocations, firewall rules, service account permissions, and IAM role bindings.
Log Analysis & Error Isolation: Guide customers on how to pull and interpret cluster event logs, container standard output/error, and basic Cloud Logging metrics to isolate failure root causes.
Documentation & Knowledge Base Contribution: Document troubleshooting steps, resolutions, and known workarounds accurately in the ticketing tool; author user-facing knowledge base articles for common GKE misconfigurations.
Escalation Routing: Package reproducible evidence, logs, and configuration snippets cleanly and escalate unresolvable or systemic infrastructure issues to Tier 3/SME engineering teams.
Customer Satisfaction & Quality Metrics: Consistently achieve high customer satisfaction ratings while meeting stringent quality assurance benchmarks across at least 90% of handled interactions.

 

 

Required Skills & Experience

Area
Requirements
Container Fundamentals
Foundational knowledge of Docker containerization and core Kubernetes objects (Pods, Deployments, Services, Namespaces, ConfigMaps, Secrets).
GCP Exposure
Familiarity with Google Cloud Platform core infrastructure (GKE, Compute Engine, Cloud Storage, and basic Cloud IAM).
Troubleshooting & Tools
Hands-on experience using kubectl commands, parsing JSON/YAML configuration files, and reading basic application or system logs.
Communication Skills
Exceptional written and verbal communication skills; ability to explain technical fixes clearly to users of varying skill levels.
Support Experience
1 to 3 years of experience in technical support, IT helpdesk, or cloud operations environments.

 

Requirements

Preferred Qualifications

Bachelor’s degree in Computer Science, B.Tech/B.E. in Computer Science and Engineering (CSE), a related technical discipline, or equivalent hands-on industry experience.
Entry-level cloud or container credentials, such as Google Cloud Certified Associate Cloud Engineer or Kubernetes and Cloud Native Associate (KCNA).
Background supporting enterprise IT operations in a 24/7 or shift-based rotation.
Foundational command-line and scripting skills (Bash or Python) to automate basic diagnostics and log aggregation.

Job responsibilities

Key Responsibilities

Inbound Case & CHAT Handling: Own customer cases to Respond, triage, diagnose, troubleshoot, and resolve all incoming customer support requests via live chat, and email within designated SLAs.
GKE & Kubernetes Troubleshooting: Help customers troubleshoot routine to moderately complex container issues, including CrashLoopBackOff, image pull errors, pod pending states, resource limits, and service exposure problems.
GCP Infrastructure & Access Support: Assist users with basic Google Cloud networking configurations, VPC-native IP allocations, firewall rules, service account permissions, and IAM role bindings.
Log Analysis & Error Isolation: Guide customers on how to pull and interpret cluster event logs, container standard output/error, and basic Cloud Logging metrics to isolate failure root causes.
Documentation & Knowledge Base Contribution: Document troubleshooting steps, resolutions, and known workarounds accurately in the ticketing tool; author user-facing knowledge base articles for common GKE misconfigurations.
Escalation Routing: Package reproducible evidence, logs, and configuration snippets cleanly and escalate unresolvable or systemic infrastructure issues to Tier 3/SME engineering teams.
Customer Satisfaction & Quality Metrics: Consistently achieve high customer satisfaction ratings while meeting stringent quality assurance benchmarks across at least 90% of handled interactions.

What we offer

Exciting Projects: We focus on industries like High-Tech, communication, media, healthcare, retail and telecom. Our customer list is full of fantastic global brands and leaders who love what we build for them.

Collaborative Environment: You Can expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment — or even abroad in one of our global centers or client facilities!

Work-Life Balance: GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules, opportunities to work from home, and paid time off and holidays.

Professional Development: Our dedicated Learning & Development team regularly organizes Communication skills training(GL Vantage, Toast Master),Stress Management program, professional certifications, and technical and soft skill trainings.

Excellent Benefits: We provide our employees with competitive salaries, family medical insurance, Group Term Life Insurance, Group Personal Accident Insurance , NPS(National Pension Scheme ), Periodic health awareness program, extended maternity leave, annual performance bonuses, and referral bonuses.

Fun Perks: We want you to love where you work, which is why we host sports events, cultural activities, offer food on subsidies rates, Corporate parties. Our vibrant offices also include dedicated GL Zones, rooftop decks and GL Club where you can drink coffee or tea with your colleagues over a game of table and offer discounts for popular stores and restaurants!

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.