KCS Group

Technical Support Engineer   




  GlobalLogic: Digital Product Engineering Services is looking for Technical Support Engineer



Job Description

As a Technical Support Specialist, you will provide essential support and guidance to customers. Your role is crucial in ensuring that users have a smooth and productive experience with the respective technologies, helping them troubleshoot issues, understand best practices, and optimize their configurations.

Requirements:

2+ years of technical support experience in Chat Support/ Email Support/ L2 Support/ Escalation process and writing developer documentations
Hands on experience on SQL, HTML, Java, REST, .Net, Visual Studio, IIS, Active Directory, Networking knowledge TCP/IP, Diagnostics, Troubleshooting, basic programming skills, SaaS Product support
Excellent written and verbal communication skills
Must be ready to work in 24 7 shifts (Rotational 5 Working Days & 2 Week Offs)
Must hold a graduation degree and provide a Provisional Certificate along with a Consolidated Marks Memo

Job Responsibilities:

Provide superior product integration support, while scaling partner integrations with products.
Implement, troubleshoot, and support tools and applications. Analyze partner data to identify issues and communicate actionable insights to product stakeholders.
Create developer documentation (Example: Writing and/or creating Developer Guides; Reference Implementations; Pseudo Code; Data Work-Flow Diagrams, etc.)
Communicate effectively with engineering and other technical groups to enhance products and resolve customer issues.
Issuing understanding and impact analysis during problem identification Severity validation, Identifying affected components
Searching KBs, support tickets, documents for relevant solutions for the reported issue

Requesting and reviewing all required details like screenshot, all application logs, event viewer logs and Diagnostic utility result (if needed) before having a meeting with customer
Capturing self-analysis over the ticket, creating internal and external notes
Noting swarm details (using swarm template) to be filled with proper log analysis
Sharing plan of action with the customer before scheduling a meeting with customer
Completing mandatory Product/process training on time
 

Work Experience

1 to 3 Years

Level

 Junior - Executive, Assistant 


Job Function
IT-Software, Desktop Support


Vacancies
Not Specified 


Industry
IT-Software 


Job Location
Hyderabad, India 


Educational Qualification
B.Sc, BCA/BCS, B.E./B.Tech


Salary
Not Specified


Key Skills
Technical Support, IT Helpdesk, Chat Support/ Email Support/ L2 Support/ Escalation process


Company Info
GlobalLogic is a leader in digital engineering. We help brands across the globe design and build innovative products, platforms, and digital experiences for the modern world. By integrating experience design, complex engineering, and data expertise we help our clients imagine what s possible, and accelerate their transition into tomorrow s digital businesses. Headquartered in Silicon Valley, GlobalLogic operates design studios and engineering centers around the world, extending our deep expertise to customers in the automotive, communications, financial services, healthcare and life sciences, manufacturing, media and entertainment, semiconductor, and technology industries. GlobalLogic is a Hitachi Group Company operating under Hitachi Limited (TSE: 6501) which contributes to a sustainable society with a higher quality of life by driving innovation through data and technology as the Social Innovation Business.
 


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