Technical Support Engineer IRC270635

Description

GlobalLogic is looking for a Product Support Engineer experienced in cloud technologies and software architecture with strong proficiency in API interaction, monitoring tools, and log analysis. Skilled in reading and understanding code (Python/C#), managing relational databases with SQL, and using tools like Postman, Swagger, and Chrome DevTools. Provide prompt, courteous, and professional support, understand customer problems and offer timely solutions.

Requirements

• 2+ years of experience delivering technical support, architecture guidance, and system-level troubleshooting in cloud environments.
• Provide expert-level support to customers via email, chat, and phone, effectively diagnosing and resolving complex technical issues while tracking and managing support cases.
• Collaborate with customers to understand specific architectural design needs, offering tailored solutions aligned with product features and capabilities.
• Consistently meet or exceed Service Level Objectives (SLOs) by ensuring prompt response and resolution times.
• Maintain high-quality support standards, achieving 90%+ customer satisfaction through clear communication and effective problem-solving.
• Apply advanced troubleshooting methodologies and diagnostic tools to identify root causes and deliver comprehensive, actionable assessments.
• Document and categorize internal issues, queries, and resolutions, contributing to robust knowledge bases and continuous improvement through detailed retroactive analysis.
• Escalate complex technical problems by filing in-depth issue reports for engineering teams, supporting bug reproduction, documenting expected behaviors, and recommending potential code-level fixes and procedural improvements.

Job responsibilities

• Analyze and troubleshoot cloud-based software systems and architectures
• Use tools like Postman, Swagger, Chrome DevTools, and cURL for API testing and log analysis
• Read and interpret code in Python or C# for debugging and support
• Manage and query relational databases using SQL
• Interact with REST APIs and support API integrations
• Utilize monitoring and logging tools for system diagnostics
• Exposure to SIEM/SOAR platforms is a plus

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.