Description
You will be embarking on a project for one of the most well-known IT industry companies in the world.
Your role will be to test and support our client’s new communications and conferencing platform on the OEM devices provided by our client’s partners. This project is at the beginning, so there’s plenty of room to grow and explore new opportunities within. As part of this project, you will be treated as one of the team members from our client, enjoying a very innovative and high-tech office, with all the benefits included (parties, lunch at the office, parking spot, etc.).
#LI-MT3
Requirements
Required qualifications
- 2–4 years of experience in technical support, QA, or customer-facing engineering support for software or devices.
- Excellent written and spoken English. Most partner communication is written, asynchronous, and with non-native speakers, so clarity and tone matter as much as technical accuracy.
- Hands-on experience with a bug tracking or issue management system (e.g., Azure DevOps, Jira), including triage, severity classification, and status reporting.
- Comfortable reading device logs, reproducing issues step by step, and explaining technical findings to engineers and program managers.
- Organized and self-directed, with the ability to manage multiple partner channels and open-issue backlogs without letting items age.
- Able to work in-office in Iasi and occasionally flex hours to overlap with Redmond- and Asia-based partners.
Preferred qualifications
- Strongly preferred: Android knowledge, including familiarity with AOSP, Android system architecture, adb and logcat, OTA updates, and Android device bring-up or certification.
- Experience supporting ODMs, OEMs, or hardware partners, or working in a device manufacturer or SoC vendor environment.
- Exposure to Microsoft Teams Rooms, digital signage, IoT devices, Microsoft Intune, or device management.
- Basic scripting skills (Python, PowerShell, or shell) for log analysis and test automation.
Job responsibilities
Partner support and inquiries
- Act as the primary day-to-day contact for assigned ODM and SI development partners, answering technical/program questions and routing unresolved items to the appropriate MDEP engineer or program manager.
- Own MDEP partner Teams channels: monitor daily, acknowledge posts promptly, keep threads organized and answered, and ensure every item has an owner.
- Help partners access and use entitled support resources, including build drops, release notes, documentation, integration guides, and MDEP validation test suites/tools.
- Provide overflow support to OEM distribution partners on bug management and Teams questions, in coordination with the MDEP OEM engagement team.
Bug and issue management
- Triage partner bugs and feature requests in IMS, ensuring clear descriptions, reproduction steps, logs, supporting artifacts, severity, and priority; follow up when information is missing.
- Reproduce issues on MDEP reference devices where possible, document findings, and hand off well-formed bugs to MDEP engineering.
- Track issues through resolution, keep partners updated on status and target releases (sustaining or enhancement), and close the loop when fixes ship.
- Maintain partner bug/inquiry backlogs and flag aging, blocking, or recurring issues to client stakeholders.
Partner onboarding and program operations
- With the Senior TPM, run the technical side of partner onboarding, including repository/IMS access, Teams setup, first build drop, and MDEP support walkthrough.
- Follow and help refine MAPP operating processes established by the Senior TPM, including check-in cadence, support hygiene, and reporting.
- Contribute to weekly support reporting covering volume, response times, open/aging issues, and partner readiness for upcoming releases.
- Capture recurring questions as FAQ/documentation improvements and feed them back to MDEP documentation owners.
Testing and validation (overflow)
- When support volume allows, execute system test and validation passes on MDEP reference devices under the MDEP test manager, including sustaining release verification and MDE OTA testing.
- Log test defects to the same quality standard expected of partners and help maintain the reference device pool in Iasi.
What we offer
Empowering Projects: With 500+ clients spanning diverse industries and domains, we provide an exciting opportunity to contribute to groundbreaking projects that leverage cutting-edge technologies. As a team, we engineer digital products that positively impact people’s lives.
Empowering Growth: We foster a culture of continuous learning and professional development. Our dedication is to provide timely and comprehensive assistance for every consultant through our dedicated Learning & Development team, ensuring their continuous growth and success.
DE&I Matters: At GlobalLogic, we deeply value and embrace diversity. We are dedicated to providing equal opportunities for all individuals, fostering an inclusive and empowering work environment.
Career Development: Our corporate culture places a strong emphasis on career development, offering abundant opportunities for growth. Regular interactions with our teams ensure their engagement, motivation, and recognition. We empower our team members to pursue their career goals with confidence and enthusiasm.
Comprehensive Benefits: In addition to equitable compensation, we provide a comprehensive benefits package that prioritizes the overall well-being of our consultants. We genuinely care about their health and strive to create a positive work environment.
Flexible Opportunities: At GlobalLogic, we prioritize work-life balance by offering flexible opportunities tailored to your lifestyle. Explore relocation and rotation options for diverse cultural and professional experiences in different countries with our company.
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.
