Address| Work Model: | Hybrid |
Description
Join GlobalLogic, to be a valid part of the team working on a huge software project for the world-class company providing M2M / IoT 4G/5G modules e.g. to the automotive, healthcare and logistics industries. Through our engagement, we contribute to our customer in developing the end-user modules firmware, implementing new features, maintaining compatibility with the newest telecommunication and industry standards, as well as performing analysis and estimations of the customer requirements.
Requirements
Requirements
. Experience level 8-12
. Technical Support Engineer (Level - L3 Support)
. Having strong experience in HW/SW, problem-solving and HW troubleshooting skills
. SQL Querying & Managing data
. Experience on C#, .Net Core, Linux platform troubleshooting
. On call customer support experience (Shift 24.7)
. Good communication and strong experience in direct client facing role
. Monitoring and Logging
. Good understanding of ITIL, ITSM
Responsibilities
. Act as L2-L3 support team lead, means assess issues and provide solutions for problems that cannot be handled by tier 1
. Support in incident management after deployment
. Own / handle and lead the resolution process for the cases raised by our customers
.Perform log level analysis
. Handle the communication between R&D, operations, and Tier 1 Customer support team
. Work closely with RnD and QA for escalated issues
. Constant monitoring on the case status
. Communicating directly via chat, meeting, and e-mail in a professional manner and send regular updates until the case/defect gets resolved
. Prepare & submit RCA for critical cases (if required)
. Efficient team management that requires your continuous engagement in team's life.
. Ensuring that SLAs are met and are relevant to the current workload/release.
Job Responsibilities
. 2+ years of experience as a Customer Support Team Leader (L1, L2, or L3)
. 3+ years of experience with Technical Support / QA / data analysis/ development/ technical account management
. Outstanding customer service skills
. Excellent Client facing skills
. Fluent in English is a must
. Proven problem-solving and troubleshooting abilities and attention to detail
. Ability to communicate clearly in writing and verbally.
. Ability to work independently with minimal supervision.
. Ability to work on multiple projects and meet deadlines by setting priorities with work projects.
. Ability to establish and maintain effective working relationships with co-workers and clients.
. Exceptional troubleshooting, problem-solving, customer service, and analytical skills
. Strong HW/SW problem-solving and troubleshooting skills
. Good understanding of ITIL, ITSM
. Experience in SQL querying and managing data
. Ability to perform log-level analysis
. Good reporting and prioritization skills
. Structured and process-oriented
. Good skills in building business relations with Management, teammates, and colleagues
. Self-learning ability, self-motivated, and team player
. Computer Science fundamentals knowledge
. Good experience in manual testing
. Ambition to learn new systems, procedures, and techniques in a short period of time
. Ability to work under pressure.
Should have
. Deep knowledge of the software development process
. Linux / TCP/IP, DNS, DHCP, VLAN, NAT, VPN, understanding.
. Data and reporting visualization experience (Grafana, SSRS)
. Experience with the ticketing systems (ServiceDesk, Jira, AzureDevOPs)
Nice to have
. Familiarity with monitoring tools, performance metrics, and capacity planning
. Monitoring server performance, analysing resource usage, and optimising system performance
. Knowledge of virtualisation technologies like VMware, Hyper-V, or KVM
Job Responsibilities
. Act as L2-L3 support team lead, means assess issues and provide solutions for problems that cannot be handled by tier 1
. Support in incident management after deployment
. Own / handle and lead the resolution process for the cases raised by our customers
. .Perform log level analysis
. Handle the communication between R&D, operations, and Tier 1 Customer support team
. Work closely with RnD and QA for escalated issues
. Constant monitoring on the case status
. Communicating directly via chat, meeting, and e-mail in a professional manner and send regular updates until the case/defect gets resolved
. Prepare & submit RCA for critical cases (if required)
. Efficient team management that requires your continuous engagement in team's life.
. Ensuring that SLAs are met and are relevant to the current workload/release.
What You'll Do
. Take end-to-end ownership of customer technical issues, including initial troubleshooting, identification of root cause, issue resolution, and communication
. Serve as point of contact for customer escalations and ensure customer issues are resolved meticulously
. Work with R&D and product teams on escalations and product enhancement requests
. Enrich our client knowledge base with relevant technical information
. Create and lead support improvement processes across the product
. Provide product feedback and insights to the business and R&D teams
. Manage various internal projects training, ensuring support readiness for new feature releases, etc.
Department/Project Description
. We are seeking to hire an experienced services team engineer to lead our Support team.
. Are you a talented Application Support Lead who can co-ordinate and motive the team, has a passion and desire for customer service, and to excel in their role Application Support Lead will be responsible for providing technical solutions and advice for the software products provided by the business. The role is instrumental in working with the L1 support teams and delivering improvements in customer support and experience
. The right candidate should be a natural problem-solver and a strong communicator. This person will work in close collaboration with R&D, Customer Success, and Product Teams. This role will be engaged in cross-platform projects and strongly influence the product's evolution by providing valuable feedback to help shape the future of our product development.
. This is an exciting time to be part of a growing platform development team where you will be able to make a difference and realize personal development.
We Offer
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!
