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.
Work Experience: 2 – 4 Years
Job Location: Pune, Remote, WFH
About GlobalLogic
GlobalLogic is a full-lifecycle product development services leader that combines deep domain expertise and cross-industry experience to connect makers with markets worldwide. Using insight gained from working on innovative products and disruptive technologies, we collaborate with customers to show them how strategic research and development can become a tool for managing their future. We build partnerships with market-defining business and technology leaders who want to make amazing products, discover new revenue opportunities, and accelerate time-to-market.
GlobalLogic is a full-lifecycle product development services leader that combines deep domain expertise and cross-industry experience to connect makers with markets worldwide. Using insight gained from working on innovative products and disruptive technologies, we collaborate with customers to show them how strategic research and development can become a tool for managing their future.
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