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 Principal Consultant – Product Support Engineer Discrete Graphics

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.

As a L4/L5 Product Support Engineer – Discrete Graphics, you will be the go-to technical expert supporting end-users, partners, and internal teams with issues related to high-performance discrete GPU solutions. You’ll work at the intersection of gaming, professional visualization, and computing, helping customers get the best from their graphics hardware.

Responsibilities

Take ownership of Tier 3/4 escalations—complex, high-priority incidents unresolved by L1 and L2 teams.

Perform deep-dive diagnostics using log analysis, database queries, backend trace captures, and code-level reviews (in collaboration with engineering).

Work on critical production issues, performing hotfix deployments, rollback planning, or system restarts with minimal downtime.

Manage product launches, ensure communication of Key issues identified , LRK and Product issues to contact centres on high priority

Lead Root Cause Analysis (RCA) efforts and generate detailed post-mortems for major incidents.

Build and maintain internal KBs, troubleshooting SOPs, and Customer recovery SOPs.

Recommend and implement automation or self-healing scripts for recurring technical issues.

Work on critical production issues, performing deployments, rollback planning on updates , or system restarts with minimal downtime.

Working with L4 to drive product improvements and customer service skills

Working with contact centres to drive CE scores , Issue resolution and Customer satisfaction

Driving KCS and BPM Process article creation

Review new knowledge articles created and identify opportunities to improve web experience for customers

Provide end-to-end support for GPU issues: driver failures, game crashes, black screens, artificing, and thermal anomalies.

Assist users with configuration of GPUs in both desktop and workstation environments, including driver clean installs, firmware updates, and BIOS compatibility.

Analyse logs and crash reports to diagnose root causes, escalating critical issues to engineering when needed.

Optimize performance through guidance on in-game settings, resolution scaling, and anti-aliasing techniques.

Guide users through troubleshooting display issues including multiple monitor setup, refresh rates, G-Sync/Free Sync configuration, and HDMI/DP signal issues.

Support creators and developers with GPU-accelerated workloads (e.g., Blender, Adobe Suite, AutoCAD).

Continuously update internal documentation and customer-facing knowledge base content to ensure up-to-date support guidance.

Qualifications we seek in you

Minimum Qualifications

Bachelor’s degree in:

Electronics and Communication Engineering (ECE)

Electrical and Electronics Engineering (EEE)

Computer Hardware Engineering Or related technical fields.

Preferred Qualifications/ Skills

In-depth knowledge of GPU internals and architecture (Intel Arc, NVIDIA RTX, AMD Radeon).

Hands-on experience with diagnostic and benchmarking tools like GPU-Z, FurMark, 3DMark, and HWInfo.

Familiarity with graphics APIs (DirectX 12, Vulkan, OpenGL) and driver optimization.

Basic understanding of shader models, ray tracing, and GPU compute pipelines.

Experience troubleshooting thermal, fan curve, and power delivery issues in high-performance systems.

Excellent communication skills to explain complex issues in user-friendly language.

Experience with overclocking and under volting.

Background in supporting or building gaming PCs or workstations.

Exposure to Linux-based GPU setups is a plus

Why join Genpact? 

Lead AI-first transformation – Build and scale AI solutions that redefine industries 

Make an impact – Drive change for global enterprises and solve business challenges that matter 

Accelerate your career—Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills 

Grow with the best – Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace 

Committed to ethical AI – Work in an environment where governance, transparency, and security are at the core of everything we build 

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.