Cloud - Cloud Support Engineer Specialist - GCP - GCP Tech (Platform)

As the Google Cloud Support Specialist - Platform, 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. 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. 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.

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!