Technical Support Engineer- AIML (Gurugram)

GlobalLogic is looking for a highly skilled and customer-focused AIML Technical Support Engineer with strong experience in Artificial Intelligence and Machine Learning technologies, along with hands-on experience in Technical Support and any Cloud platform.

The ideal candidate should have a strong understanding of AIML concepts and technologies, excellent troubleshooting and problem-solving skills, and the ability to support customers in resolving complex technical issues. Experience with cloud platforms such as Google Cloud Platform (GCP), AWS, or Microsoft Azure is required.

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline, and/or equivalent practical experience.
• 0–1 years of experience in Technical Support, troubleshooting, or a related technical field.
• Basic knowledge or understanding of Artificial Intelligence and Machine Learning (AIML), Chatbots, Large Language Models (LLMs), and Generative AI.
• Preferred experience or knowledge of Google Cloud Platform (GCP).
• Basic understanding of cloud or hybrid cloud environments.
• Strong troubleshooting and analytical skills with the ability to diagnose and resolve technical issues effectively.
• Strong customer support capabilities with a customer-focused approach.
• Excellent verbal and written communication skills.
• Ability to understand customer concerns, empathize with customers, and handle issues with care and professionalism.
• Ability to clearly communicate technical concepts and solutions to customers with varying levels of technical knowledge.
• Willingness to work from the office in a 24x7 rotational shift environment.
• Ability to work collaboratively with cross-functional teams and adapt to a fast-paced support environment.

• Engage with customers through email, chat, and phone to diagnose, troubleshoot, and resolve complex technical issues related to AIML products, solutions, and cloud environments.
• Provide technical support and guidance for customer-specific AIML and cloud-based solutions, addressing architectural design requirements and offering targeted recommendations.
• Troubleshoot issues related to AI/ML models, Generative AI, APIs, integrations, deployments, and cloud services.
• Ensure timely response and resolution of customer queries while consistently meeting or exceeding defined Service Level Objectives (SLOs).
• Maintain high customer satisfaction by delivering accurate, effective, and high-quality technical support.
• Utilize advanced troubleshooting tools and techniques to identify root causes and provide customers with clear and comprehensive resolutions.
• Analyze complex technical issues, reproduce problems, and perform detailed investigations to identify the underlying cause.
• Document and classify customer queries, technical issues, root causes, resolutions, and preventative actions to support continuous improvement and knowledge sharing.
• Collaborate with Engineering, Product, and other cross-functional teams to investigate and resolve complex technical issues and product-related concerns.
• File detailed bug and issue reports for Engineering teams, including problem descriptions, reproduction steps, expected and actual behavior, logs, and relevant technical details.
• Assist in creating and maintaining technical documentation, troubleshooting guides, knowledge base articles, and standard operating procedures.
• Identify recurring issues and trends and recommend preventative actions or process improvements to enhance product quality and customer experience.
• Clearly communicate technical concepts and solutions to customers and internal stakeholders with varying levels of technical expertise.

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!