Sr. Associate, Support Engineer

Ready to build the future with AI

At Genpact, we don't just keep up with technology-we set the pace. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies' most complex challenges.

If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what's possible, this is your moment.

Genpact (NYSE : G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions - we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook

Inviting applications for the role of Sr. Associate, Support Engineer

This position will involve the person to support a portfolio of RAGE, CORA & AI projects from POCs and Pilots to large scale implementations for various clients. Understand overall solution design along with each specific technical implementation. The desired candidate should be a strong customer advocate, and have the following competencies : Incident, Change and Release Management methodologies, strong analytical skills, process mindset, ability to deep dive into issues, recognize process challenges and prioritize improvement areas. The capability to develop constructive relationships and manage internal and external stakeholders.

Responsibilities

• .Effective interaction on regular basis to provide support updates to internal support leadership.
• .Good verbal and written communication skills, exceptional customer service and interpersonal skills
• .Log, categorize and track incidents and service requests.
• .Able to trouble shoot applications been supported based on SOPs
• .Contribute to escalation calls and maintaining SLAs, attending change-advisory meetings, implementation meetings, transitions call etc. Escalation management experience internally on the issues
• .Provide timely updates on SEV1 / SEV2 issues / tickets
• .Provide real time support over chat, email or phone
• .Investigate application issues requiring deeper domain knowledge
• .Own the issue and resolve and bring it to completion for closure
• .Should be able to contribute to automating the Software Release, Data Migration and Infrastructure provisioning.
• .Experience in supporting financial applications, credit / loan platforms. It will be a plus if we can get someone with LiveWealth, LiveSpread, etc. exposure.
• .Experience troubleshooting web applications and strong hold on SQL (SQL Server) and UNIX / LINUX.
• .Strong understanding of how web applications work.
• .Strong technical and analytical skills.
• .Proven ability to function in a self-directed environment.
• .Offshore support with rolling shifts in EST
• .Working knowledge of Ticketing tools like JIRA, SNOW
• .Exposure to cloud platforms such as AWS / Azure / GCP
• .Knowledge of monitoring tools like Grafana, CloudWatch, Dynatrace, NewRelic, Splunk

Qualifications we seek in you!

Minimum Qualificationsssssss

Graduate / Post Graduate

Preferred Qualifications / Skills

BE / B tech. / MCA / MSc. / BSc

Why join Genpact

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters : Up.

Let's build tomorrow together.Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military / veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a %27starter kit,%27 paying to apply, or purchasing equipment or training.

Examples of such scams include purchasing a %27starter kit,%27 paying to apply, or purchasing equipment or training.