Subject Matter Expert – AI/ML Technical Support Engineer

Role Overview

We are seeking a Subject Matter Expert specializing in AI/ML to provide high-quality technical support. This role requires expertise in troubleshooting AI/ML systems, cloud technologies, and a passion for customer satisfaction, operating in a 24/7 shift-based onsite environment.

Key Responsibilities

• Interact promptly with customers through email, chat, or phone to diagnose and resolve technical issues while managing support tickets effectively.
• Deliver customized solutions addressing client-specific architectural and product-related challenges.
• Ensure rapid response times aligned with Service Level Objectives (SLOs) to maintain efficient support.
• Uphold exceptional customer satisfaction by meeting quality standards in at least 90% of cases.
• Employ advanced diagnostic tools to identify root causes of problems and provide detailed, transparent assessments to clients.
• Create detailed documentation on internal queries, problem resolutions, and prevention strategies to support continuous improvement.
• Collaborate with engineering teams by filing detailed issue reports, documenting behaviors, recreating issues, and proposing code-level fixes for complex product defects.

Candidate Profile and Requirements

• Bachelor’s degree in Computer Science or a related field, or equivalent professional experience.
• Minimum of three years of hands-on experience troubleshooting in cloud or hybrid cloud environments.
• Preferred familiarity with Google Cloud Platform (GCP).
• Basic understanding of Artificial Intelligence, Machine Learning, Chatbots, Large Language Models, and Generative AI technologies.
• Strong customer support skills combined with excellent communication abilities.
• Proven aptitude for empathetic customer engagement and problem resolution.
• Willingness and availability to work onsite in a 24x7 shift schedule.

What We Provide

• Engagement on innovative projects spanning industries such as high-tech, telecommunications, media, healthcare, and retail with globally recognized clients.
• An inclusive, collaborative team culture with opportunities to learn from diverse, skilled professionals both locally and internationally.
• Work-life balance supported by flexible schedules, remote working opportunities, paid holidays, and time off.
• Dedicated professional development including communication training (e.g., Toastmasters), stress management, certifications, and skill workshops.
• Competitive remuneration packages, comprehensive insurance coverage, pension schemes, maternity leave, annual and referral bonuses.
• Numerous social and recreational benefits including sports events, cultural celebrations, subsidized meals, office amenities like rooftop decks, GL Zones, and a club with discounts at popular venues.

Company Background

GlobalLogic, part of the Hitachi Group, is a leading digital engineering company collaborating with top-tier businesses worldwide to innovate and redefine industries through digital transformation since 2000.