Engineer Product Support

As a Software Support Engineer at GlobalLogic, you will be responsible for providing technical support to customers through telephone and email. Your role will involve logging all interactions in respective support cases, validating customer-submitted bug reports, troubleshooting and resolving customer issues, and educating customers on product usage. You will also assist in testing new products, manage projects professionally within timelines, identify trends and communicate potential issues promptly, and maintain accurate product documentation. Additionally, you will treat each customer case as an opportunity to delight customers and assist in special projects as assigned. Key Responsibilities: - Provide technical support to customers via telephone and email - Log all interactions in respective support cases - Validate and report customer-submitted product bug reports accurately - Troubleshoot and resolve customer issues - Educate customers on product usage - Assist in testing new products - Manage projects professionally and within stated timelines - Identify trends and potential issues, and communicate with affected parties - Maintain accurate and complete product documentation - Treat each customer case as an opportunity to delight customers - Assist in special projects and other duties as assigned Qualifications Required: - Bachelor's degree in computer science or related field - 3+ years of experience in Software Support or Technical Support in Technical Products - Excellent communication skills, both written and verbal - Availability for 24x7 operations - Deep knowledge of HTML, JavaScript, Perl, Web 2.0, and web services - Experience with SQL, database management, and data insertion/reporting APIs (SOAP, REST, PHP) - Knowledge of Internet/Digital Marketing concepts, Mobile, DTM, Tag Management, and API (SOAP/REST) - Familiarity with Mobile and Video programming solutions, Tag Management tools, and statistical analyses - Practical understanding of JQuery, Angular JS, and Any JS Framework - Experience in digital marketing, CRO, digital analytics, decisioning, personalization, recommendations, or UX disciplines - Advanced proficiency in Excel and PowerPoint About GlobalLogic: GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner known for creating innovative digital products and experiences since 2000. At GlobalLogic, you will experience a culture of caring, continuous learning and development, interesting and meaningful work, balance and flexibility, and a high-trust organization where integrity is key. Join us to collaborate on cutting-edge solutions that shape the world today.,