Cloud Support Engineer Specialist - Multiple Teams

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At Google Operations Center we help Google users and customers solve problems and achieve their goals—all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to join us!

Role Overview:

As the Cloud Support Engineer Specialist - Google Cloud Platform (Infra) you will provide outstanding technical support for the most prestigious GCP Enhanced customers. This support will be mainly focused on troubleshooting Google Cloud Platform related issues in the customer environment and guiding the team on technical issues. 

The right person for this role will have to be able to follow a logical troubleshooting path, to navigate through ambiguous problems and to collect relevant information to provide an outstanding solution for Google Cloud Platform clients and should be able to handle the team and assist the team on maintaining core metrics and solving complex cases. 

Position Responsibilities: 

• Response, diagnosis, resolution and tracking by phone, email and chat of customer support queries. Maintain response and resolution speed as defined by SLOs; 

•  Keep high customer satisfaction scores and follow quality standards in 90% of cases. Assist and respond to consults from other Technical Support Representatives through existing systems and tools.

•  Use existing troubleshooting tools and techniques to establish root cause for queries and provide a customer facing root cause assessment. 

•  Understand business impact of customer issue report and follow internal issue prioritization guidelines, provide justification on priority for a given single customer report. Perform internal classification queries documenting classes of problems and preventative actions for further retroactive analysis. 

• Reactively (e.g. as a result of a query) file issue reports to Google engineers, collaborate with Google engineers to diagnose customer issues, 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. 

• Promptly and independently resolve technical incidents and escalations, with effective communication to all stakeholders internally and externally, so that no monitoring is needed by Google engineers. 

• Take cases involving customer-specific requirements on architectural design, provide solutions limited to a particular product (or a subset of product features). 

•  Provide high-touch assistance to highest Tier customers, build in-depth understanding of most pressing customer issues and act as an advocate for such issues with Google engineers and Program Managers. 

• Train the New hires on the GCP infrastructure related products 

• Handle the technical and process escalations when needed

Minimum Qualifications : 

• Engineering degree in Computer Science or Electronics or related field 

• Excellent English communication skills (both written and oral) and stakeholder management at multiple levels 

• Any Associate level Cloud Certification , preferably GCP

• Hands-on experience with GCP Cloud Platform

• 2~5 years in a customer support experience role working with enterprise clients with exposure to Linux/Unix or Windows Server administration 

• Experience with Kubernetes, virtualization and security such as ACL, IAM and cloud identity

• Understanding of web technologies such as HTTP and APIs

Preferred Qualifications:

• Experience in Docker, Kubernetes.

• experience in product support / technical support.

Benefits

• We support you with competitive wages and with comprehensive health care including medical, dental and vision coverage

• We support your family with gender-neutral baby bonding leave, 26 week birth-parent maternity leave, and generous life, accident and disability insurance minimums

• Employees who work onsite can enjoy free meals and snacks, and fun onsite experiences

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Google Operations Center (GOC) is committed to equal employment opportunities regardless of race, creed, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status or any other basis protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

To ensure a barrier-free interview, please mention any required assistance or specific arrangements in your application and confirm them with your recruiter.

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Thanks for your interest in this opportunity! Our recruitment team will contact you if your profile is a good fit for the role. If you don't hear from us within 2-3 weeks, please consider your application unsuccessful at this time. We value your patience throughout this time. For any questions, feel free to reach out to us at [email protected].