HCLTech is a global technology company, home to 221,000+ people across 60 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Engineering Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. To learn how we can supercharge progress for you, visit https://www.hcltech.com/about-us.
Overview:
1. Respond to and triage support questions and support requests from Client engineers
2. Follow internally developed support processes and workflows
3. Communicate and escalate issues to the proper engineering teams or owners for resolution as necessary
4. Use Client’s tools to investigate problems and correlate them to release events or code rollouts
5. Extract relevant information from log files and other sources to debug, identify owners or root causes
6. Apply basic debugging techniques and relevant tools to clarify issues and add relevant information for owners
7. Write basic tools and test cases to improve the speed and quality of support
8. Work with technical writers to improve documentation in areas covered by support
9. Produce reports for leadership with data on performance of the program
10. Assist with scaling the program to new areas, onboarding new hires and measuring success
11. Champion user support issues and advocate for user experience and product support
12. Provide insights and suggestions on product development and the product roadmap; contribute to product development
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Engineering, Information Technology, and Other
Industries
IT Services and IT Consulting
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