Support Engineer

A Cloud Support Engineer is responsible for providing technical support and guidance to our Managed Services support customers using Google Cloud Platform's services. They work closely with customers to address issues, optimize their GCP environments, and ensure a seamless experience with Google Cloud services. You will be part of our Next-Generation managed services team that provides 24x7 support utilizing Google GCP / Workspace and other cloud technologies. This position will require participation in an on-call team rotation to address off-hours support requests.

Primary Responsibilities

• Provide timely and effective technical support to customers using GCP managed services, including Compute Engine, Kubernetes Engine, BigQuery, Cloud Storage, and others.
• Diagnose and resolve customer-reported issues, including infrastructure, networking, application, and performance-related problems.
• Manage and prioritize support tickets and incidents, ensuring that customer issues are resolved within agreed-upon service level agreements (SLAs).
• Advise and guide customers on best practices for optimizing their GCP environments, improving security, and ensuring high availability.
• Analyze system logs and performance metrics to troubleshoot and resolve complex technical issues, collaborating with internal Google support teams when necessary.
• Create and maintain technical documentation, runbooks and knowledge base articles, FAQs to help customers self-solve common problems and share best practices.
• Provide training and guidance to customers on how to use GCP services effectively and efficiently.
• Collect and report customer feedback to the product and engineering teams, helping to improve GCP services and address customer needs.
• Stay updated with the latest GCP offerings, features, and updates to provide the best support to customers.
• Maintain clear and transparent communication with customers, keeping them informed about the status of their support requests and providing updates as needed.

Required Skills

• Excellent OS troubleshooting skill set (Windows, Linux, Chrome macOS).
• Experience  with orchestration and configuration management tools such as; Ansible, Puppet, Terraform, Chef, etc.
• Working knowledge of serverless and containerization technologies (Docker, Kubernetes etc.).
• Skilled at the management and performance monitoring of managed and unmanaged databases (MySQL, postGres, MSSQL, CloudSQL, BigQuery.
• Familiarity with 3rd party performance monitoring tools such as Datadog, CloudHealth, New Relic, Logic Monitor.
• Extensive experience and thorough understanding of IAM roles and permissions and granular security controls.
• Deployment experience using GCP native services such as Google Cloud Deployment Manager, VM Manager, OS Config.
• Experience in managing and supporting Google Cloud Platform services, including GCE, GKE, BigQuery, Cloud Storage, and other managed services.
• Strong troubleshooting skills and the ability to analyze logs, diagnose problems, and implement solutions.
• Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical stakeholders.
• Knowledge of cloud security best practices and experience implementing security measures in cloud environments.
• Familiarity with scripting and automation (e.g., Python, Shell) for tasks like infrastructure provisioning and maintenance.
• Experience with DevOps practices and tools for infrastructure as code, continuous integration, and continuous deployment.
• Ability to work well both independently and in a team, with a strong sense of responsibility and accountability.
• Proactive approach to customer support.
• Willingness to work in shifts, as some support roles may require 24/7 coverage.
• Google Workspace Administrating experience is a plus.

Education

• A Bachelor's degree in Computer Science, related technical field or equivalent experience.

Certifications

One of the below certifications is required

• Google Associate Cloud Engineer.
• Google Certified Professional - Network Engineer.
• Google Certified Professional - Cloud Architect.
• Google Certified Professional - Security Engineer.
• Google Certified Professional - DevOps Engineer.

Google Workspace Administrator Certification is a plus.

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