Technical Support Engineer

As a Product Support Engineer at GlobalLogic, you will be responsible for analyzing and troubleshooting cloud-based software systems and architectures. You will use tools like Postman, Swagger, Chrome DevTools, and cURL for API testing and log analysis. Your role will involve reading and interpreting code in Python or C# for debugging and support, managing and querying relational databases using SQL, and interacting with REST APIs and supporting API integrations. Additionally, you will utilize monitoring and logging tools for system diagnostics. Exposure to SIEM/SOAR platforms is considered a plus for this position. Key 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 Qualifications Required: - 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 As part of GlobalLogic, you will benefit from a culture of caring, continuous learning and development opportunities, interesting and meaningful work, balance, and flexibility. GlobalLogic is a high-trust organization that values integrity and trust, offering a safe, reliable, and ethical work environment for its employees.,