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 Manager- Product Support Engineer, L4/L5
The Product Support Engineer plays a pivotal role in ensuring customer satisfaction and product reliability by delivering timely and effective technical support. This role is the heartbeat of post-deployment success, acting as the primary point of contact for clients experiencing technical issues and helping internal teams resolve product challenges. The Product Support Engineer not only troubleshoots issues but also provides proactive guidance, documentation, and collaboration to enhance the overall product experience.
Responsibilities
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Take ownership of Tier 3/4 escalations—complex, high-priority incidents unresolved by L1 and L2 teams.
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Perform deep-dive diagnostics using log analysis, database queries, backend trace captures, and code-level reviews (in collaboration with engineering).
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Work on critical production issues, performing hotfix deployments, rollback planning, or system restarts with minimal downtime.
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Manage product launches, ensure communication of Key issues identified , LRK and Product issues to contact centres on high priority
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Lead Root Cause Analysis (RCA) efforts and generate detailed post-mortems for major incidents.
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Build and maintain internal KBs, troubleshooting SOPs, and Customer recovery SOPs.
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Recommend and implement automation or self-healing scripts for recurring technical issues.
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Work on critical production issues, performing deployments, rollback planning on updates , or system restarts with minimal downtime.
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Working with L4 to drive product improvements and customer service skills
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Working with contact centres to drive CE scores , Issue resolution and Customer satisfaction
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Driving KCS and BPM Process article creation
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Review new knowledge articles created and identify opportunities to improve web experience for customers
Qualifications we seek in you!
Minimum Qualifications
Bachelor’s degree in:
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Electronics and Communication Engineering (ECE)
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Electrical and Electronics Engineering (EEE)
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Computer Hardware Engineering Or related technical fields.
Preferred Qualifications/ Skills
Significant experience in hardware technical support or field engineering roles.
Significant experience at L3 level, handling escalations from field engineers or L2 hardware support.
Significant Hands-on experience with:
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Motherboards, processors, memory modules, GFX Card
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Networking equipment (routers, switches, firewalls)
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Peripheral hardware (printers, scanners, input devices)
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Embedded systems / IoT devices / custom-built hardware
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Software’s such SSU, Wireless logs, DEBUGs
Hardware Proficiency
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In-depth knowledge of:
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PC/server architecture
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BIOS/UEFI configurations
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Firmware management and flashing procedures
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Diagnostic tools (POST analysis, onboard diagnostics, BMC/iDRAC/IPMI)
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Chipset-level understanding for troubleshooting
Networking & Connectivity
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Understanding of:
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Ethernet standards (RJ45, fiber)
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Wi-Fi protocols and signal strength tools
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TCP/IP stack, ping/traceroute/snmp for diagnostics
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VPN and remote hardware access troubleshooting
Testing & Debugging
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Use of oscilloscopes, multimeters, and logic analyzers for board-level troubleshooting.
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Ability to interpret debug logs, firmware crash dumps, and system health data.
Software & Tools Familiarity:
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Knowledge of:
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OS installations and drivers (Windows, Linux, possibly RTOS)
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Imaging/cloning tools (Acronis, Clonezilla, MDT)
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Remote tools: TeamViewer, AnyDesk, VNC, RDP
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Firmware/BIOS flashing tools
Certifications like:
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A+ (CompTIA)
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Server+
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Cisco CCNA (for hardware-network overlap)
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OEM certifications (Dell EMC, HP, Lenovo, Cisco Hardware Support)
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Experience in RMA process, logistics coordination, and field repair escalation.
Why join Genpact?
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Lead AI-first transformation – Build and scale AI solutions that redefine industries
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Make an impact – Drive change for global enterprises and solve business challenges that matter
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Accelerate your career—Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills
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Grow with the best – Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace
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Committed to ethical AI – Work in an environment where governance, transparency, and security are at the core of everything we build
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Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
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 'starter kit,' paying to apply, or purchasing equipment or training.
