Subject Matter Expert

About the Position

Job Code: IRC297491

Published on: 4 August 2026

Position: Subject Matter Expert

Function: Engineering & Science

Location: India - Gurgaon

Work Model: On-site

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We are seeking a Subject Matter Expert with 5-10 years of experience in AI, cloud, and GCP to join our team in Gurgaon, India. This role involves providing top-notch customer support and troubleshooting.

Responsibilities

• Engage with customers via email, chat, or phone to diagnose, resolve their issues, and track support queries.
• Address customer-specific architectural design requirements, offering targeted solutions for specific products or product features.
• Ensure speedy response and resolution times, consistently meeting or exceeding our Service Level Objectives (SLOs).
• Maintain exceptional customer satisfaction scores, adhering to high-quality standards in 90% of cases.
• Utilize advanced troubleshooting tools and techniques to pinpoint the root cause of issues and provide customers with clear, comprehensive assessments.
• Document and classify internal queries, problems, and preventative actions, contributing to thorough retroactive analysis and continuous improvement.
• File detailed issue reports to Engineers, assist in building comprehensive documentation and procedures, document desired behavior, reproduce steps, and suggest code-level solutions for complex product bugs.

Requirements

• Bachelor’s degree in Computer Science or a related discipline and/or equivalent industry experience.
• 5-10 years of troubleshooting experience on the following:
  • Preferred GCP experience
  • Cloud or hybrid cloud environments
• Willingness to work from office in a 24×7 shift environment
• Basic knowledge of AIML, Chatbots, LLMs, Gen AI
• Strong customer support capabilities
• Excellent communication skills
• Proven troubleshooting skills
• Ability to empathize with customers and handle issues with care

We Offer

Exciting Projects: We focus on industries like High-Tech, communication, media, healthcare, retail, and telecom. Our customer list is full of fantastic global brands and leaders who love what we build for them.

Collaborative Environment: You can expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment - or even abroad in one of our global centers or client facilities!

Work-Life Balance: GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules, opportunities to work from home, and paid time off and holidays.

Professional Development: Our dedicated Learning & Development team regularly organizes Communication skills training (GL Vantage, Toast Master), Stress Management program, professional certifications, and technical and soft skill trainings.

Excellent Benefits: We provide our employees with competitive salaries, family medical insurance, Group Term Life Insurance, Group Personal Accident Insurance, NPS (National Pension Scheme), Periodic health awareness program, extended maternity leave, annual performance bonuses, and referral bonuses.

Fun Perks: We want you to love where you work, which is why we host sports events, cultural activities, offer food at subsidized rates, Corporate parties. Our vibrant offices also include dedicated GL Zones, rooftop decks, and GL Club where you can drink coffee or tea with your colleagues over a game of table and offer discounts for popular stores and restaurants!

About the Company

GlobalLogic, a Hitachi Group Company, 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.

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