Technical Support Analyst – 24/7 Operations

The interview process at GlobalLogic typically involves a technical screening, followed by a technical interview, and finally an HR interview. The technical screening is designed to assess the candidate's technical skills and knowledge, while the technical interview is designed to assess the candidate's problem-solving and analytical skills. The HR interview is designed to assess the candidate's communication and interpersonal skills.

GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules, opportunities to work from home, and paid time off and holidays. We also offer a collaborative and dynamic work environment, with a diverse team of highly talented individuals.

Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. Proven experience in a technical support role. Strong proficiency in SQL for database querying and analysis. Working knowledge of a programming language, such as Python, to read, understand, and debug code. Exceptional analytical and problem-solving skills. Excellent communication skills with the ability to explain technical concepts to both technical and non-technical audiences. Ability to thrive in a fast-paced, high-pressure environment.

Round 1: Technical Screening → Round 2: Technical Interview → Round 3: HR Interview

We are looking for a skilled and motivated Technical Support Analyst to join our team. In this role, you’ll be responsible for handling technical issues, ensuring our customers receive prompt, effective, and high-quality support. You will work on diagnosing and resolving complex technical problems, collaborating closely with team members and engineering teams when necessary. This position requires a blend of solid technical knowledge, debugging skills, strong problem-solving skills, and an analytical mindset. As a Technical Support Analyst, you will be the first point of contact for our customers, and your primary responsibility will be to provide timely and effective support to resolve their technical issues. You will work closely with cross-functional teams, including engineering, product management, and sales to ensure that our customers receive the best possible support. To be successful in this role, you will need to have excellent communication skills, both written and verbal, and be able to explain technical concepts to both technical and non-technical audiences. You will also need to have strong analytical and problem-solving skills, with the ability to think critically and troubleshoot complex technical issues. In addition to providing exceptional customer support, you will also be responsible for creating and maintaining technical documentation, including knowledge base articles and troubleshooting guides. You will work closely with our engineering teams to identify and resolve technical issues, and will be responsible for escalating complex issues to senior engineers or other teams as needed. As a Technical Support Analyst at GlobalLogic, you will have the opportunity to work on a wide range of technical issues, from software and hardware problems to network and infrastructure issues. You will be working with a diverse team of highly talented individuals, and will have the opportunity to learn and grow with the company. GlobalLogic is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services. In this role, you will have the opportunity to work on exciting projects, collaborate with a diverse team of highly talented individuals, and have a work-life balance. You will also have access to professional development opportunities, including training programs, certifications, and mentorship. If you are a motivated and detail-oriented individual with a passion for technology and customer support, we encourage you to apply for this role. We are looking for someone who is eager to learn and grow with the company, and who is committed to providing exceptional customer support. Key Responsibilities: - Technical Issue Resolution: Investigate, diagnose, and resolve complex technical issues, escalating to senior engineers or other teams as needed. - Problem Solving & Analysis: Utilize strong analytical skills to think critically, troubleshoot, and process information logically. Perform root cause analysis and implement solutions to prevent recurrence. - Documentation: Create and maintain technical documentation, including knowledge base articles and troubleshooting guides based on issue resolutions. - Customer & Stakeholder Communication: Communicate technical information clearly and concisely to customers and internal teams, ensuring all parties are informed of progress and resolutions. - Technical Proficiency: Use your knowledge of programming languages like Python or similar to debug and understand technical issues. Apply SQL skills for data querying, analysis, and troubleshooting. - Continuous Improvement: Proactively identify and suggest improvements to support processes, tools, and systems to enhance efficiency and customer satisfaction. Tech Stack: - Python - SQL Growth Path: - As a Technical Support Analyst, you will have the opportunity to grow and develop your skills and knowledge, with the potential to move into more senior roles within the company. - You will have access to training programs, certifications, and mentorship to help you develop your skills and achieve your career goals. - You will also have the opportunity to work on a wide range of technical issues, from software and hardware problems to network and infrastructure issues. Why Join This Company: - GlobalLogic is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. - We have a strong reputation for delivering high-quality digital products and experiences. - We offer a collaborative and dynamic work environment, with a diverse team of highly talented individuals. - We prioritize work-life balance, with flexible work schedules, opportunities to work from home, and paid time off and holidays. - We offer competitive salaries, family medical insurance, Group Term Life Insurance, Group Personal Accident Insurance, NPS, Periodic health awareness program, extended maternity leave, annual performance bonuses, and referral bonuses.