Tier 2 , Product Specialist Campaign IRC271998

As a Technical Support Specialist at GlobalLogic, your role will include providing expert technical support and product guidance to customers, partners, and developers using the marketing communication platform. You will be involved in assisting throughout all stages of campaign development by ensuring optimal product use, researching best practices, and proactively building strong client relationships. Collaborating cross-functionally to resolve complex issues, applying sound judgment in problem-solving, and ensuring customer success will be key responsibilities. It is essential to maintain ongoing knowledge of platform functionality while working closely with internal and external stakeholders to support business goals. **Key Responsibilities:** - Performing root cause analysis on customer issues to enable both peers and customers to enhance their knowledge of the product - Thoroughly documenting all communication, troubleshooting, and activity on reported customer issues - Educating customers on specific product functionality required to resolve their issues - Writing and presenting internal informal courses on troubleshooting areas of product functionality - Creating solution entries as necessary - Working cooperatively with other Technical Support team members and cross-functional teams - Ensuring timely communication with customers regarding the status of open support issues - Troubleshooting issues related to 3rd party software applications - Being flexible to work in a rotational shift environment (24*7) **Qualifications Required:** - 3-5 years of experience in technical support for enterprise software - Strong proficiency in SQL, XML, HTML, JavaScript, and experience with major databases - Skilled in troubleshooting APIs, web services, and connectivity issues - Excellent communication, problem-solving, and multitasking abilities - Background in digital marketing or email platforms preferred GlobalLogic offers a culture of caring where people come first, continuous learning and development opportunities, interesting and meaningful work, balance, flexibility, and a high-trust environment. As a part of the Hitachi Group Company, GlobalLogic is a trusted digital engineering partner known for collaborating with clients to transform businesses and redefine industries through intelligent products, platforms, and services.,