Technical Customer Support Specialist IRC278855

職種概要

Our client, a major streaming technology provider, is looking for a Technical Customer Support Specialist. In this role you will serve as the bridge between our client end users and engineering teams, supporting Alpha/Beta testing programs, triaging user-reported issues, and providing first-level technical analysis. Your work will directly influence product quality and customer satisfaction by surfacing insights and ensuring smooth issue resolution.

必要条件

What We’re Looking For

Must Have

• Experience in technical customer support, QA, or a similar role.
• Strong troubleshooting and problem-solving skills with the ability to replicate and clearly document technical issues.
• Familiarity with Jira/Confluence and basic SQL/JQL for data querying and issue tracking.
• Excellent communication skills, with the ability to interact confidently with both users and engineering teams.
• Strong organizational skills to manage multiple concurrent support requests and testing programs.
• Languages: English,Spanish,Portuguese

Nice to Have

• Familiarity with Digital TV, set-top boxes, or streaming devices.
• Background in QA/device testing for consumer electronics.
• Experience running consumer engagement programs (B2C).
• Previous exposure to media, streaming, or entertainment industries.

 

職務内容

What You’ll Do

• Manage day-to-day support for Alpha/Beta program participants including onboarding, device setup, and troubleshooting.
• Serve as the first line of technical support: triage issues, replicate bugs, and capture logs to assist engineering teams.
• Coordinate device distribution and track user interactions throughout the testing lifecycle.
• Document, analyze, and escalate issues in Jira and Confluence, ensuring clear communication and follow-up.
• Collaborate closely with QA and Engineering teams on feature validation, acceptance testing, and issue resolution.
• Use SQL/JQL queries and BI tools (Tableau, Looker, or similar) to track trends, interpret data, and surface insights.
• Ensure transparent communication with users and stakeholders, maintaining engagement and trust throughout the testing process.

私たちが提供するもの

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.

GlobalLogicについて

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.