Technical Support Engineer Job in Pune at GlobalLogic

GlobalLogic is hiring for the role of Technical Support Engineer!

Responsibilities of the Candidate:

• 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

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.