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Role Overview:
As the Cloud Support Engineer Specialist - Google Cloud Platform (Network) 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 workplace 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

📌 Cloud Support Engineer Specialist (Hyderabad)
🏢 Google Operations Center
📍 Hyderabad