Support Engineer IRC246599

Job Responsibilities:

“””Response, diagnosis, resolution and tracking by phone, email and chat of customer support queries and community support cases or forum threads.
Maintain response and resolution speed as defined by SLOs;
Keep high customer satisfaction scores and follow quality standards in 90% of cases.
Use existing troubleshooting tools and techniques to establish root cause for queries and provide a customer facing root cause assessment.
Perform internal classification queries documenting classes of problems and preventative actions for further retroactive analysis.
Reactively file issue reports to Onsite engineers, build documentation, procedures, document desired behavior and/or steps to reproduce, and suggested code-level resolutions for complex product bugs, assist engineers to drive bugs to resolution. Perform community management tasks as needed by the business.
Take cases involving customer-specific requirements on architectural design, provide solutions limited to a particular product (or a subset of product features). “”

What We Offer

Exciting Projects: We focus on shaping, defining, and advising product strategy for digital transformation initiatives of our clients in Japan. Our customer list is full of fantastic global brands and leaders across industries 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, Stress Management program, professional certifications, and technical and soft skill training.

Excellent Benefits: We provide our employees with competitive salaries, Workers’ Accident Compensation Insurance, Unemployment Insurance, Health Insurance, and Nursing Care Insurance, Employees’ Pension Insurance, Annual Health Check-up, Housing Allowance, Commuting Allowance, Family Allowance, Condolence Allowances ( covers Marriage, Wellness, Childbirth, and Death Allowances ), Natural Disaster Allowance, 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 on subsidies 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 GlobalLogic

GlobalLogic is a leader in digital engineering. We help brands across the globe design and build innovative products, platforms, and digital experiences for the modern world. By integrating experience design, complex engineering, and data expertise—we help our clients imagine what’s possible, and accelerate their transition into tomorrow’s digital businesses. Headquartered in Silicon Valley, GlobalLogic operates design studios and engineering centers around the world, extending our deep expertise to customers in the automotive, communications, financial services, healthcare and life sciences, manufacturing, media and entertainment, semiconductor, and technology industries. GlobalLogic is a Hitachi Group Company operating under Hitachi, Ltd. (TSE: 6501) which contributes to a sustainable society with a higher quality of life by driving innovation through data and technology as the Social Innovation Business.