Cloud Networking Support - (Hybrid- Montréal)

Intello Technologies Inc.; Montreal; On-site; CAD 54,000 - 80,000; Full time

Job summary

A technology solutions company in Montreal is seeking a Cloud Network Support Specialist to provide technical customer support for Google Cloud Platform products. The role includes assisting clients with networking and complex troubleshooting issues. Candidates should have a strong networking background and excellent communication skills in English. Proficiency in French is a plus. This position offers a competitive salary and a comprehensive benefits package.

Benefits

Comprehensive total rewards package

Generous pension and share purchase programs

Career growth opportunities

Qualifications

• Advanced knowledge of English, essential for interactions.
• Strong knowledge of networking concepts like NAT, DNS, firewalls.
• Experience with monitoring tools for troubleshooting.

Responsibilities

• Provide technical support for Google Cloud Platform products.
• Document product bugs and feature requests.
• Coordinate fixes for production-impacting issues.

Skills

Communication Skills

Strong knowledge of networking

TCP/IP protocol knowledge

Familiarity troubleshooting Linux performance

Resourcefulness and research skills

Proficiency in French

Education

College diploma in Computer Science

Tools

WireShark

Tcpdump

Job description

Location: Montréal, QC, CA

Job Category: Technology Solutions

Job Function: Technology

Status: Full Time

Schedule: Regular

Description

Be a part of a transformational journey with innovative talent and leading edge technologies.

Join our team

Google Cloud technology is the future, empowering millions of organizations and businesses to lead, innovate and grow. If you are interested in working with this leading edge technology while providing best in class technical customer support, consider this great opportunity at TELUS.

You’re the missing piece of the puzzle!

Here’s the impact you’ll make and what we’ll accomplish together

We are looking for a Cloud Network Support Specialist who will provide excellent technical customer service support for Google Cloud Platform products and solutions including Networking and related services.

Working in a blended call center environment, you will provide real time technical assistance and Networking support over the phone and via online communications based on client requirements as part of a global 24x7 support organization. This role will also work closely with engineers and product managers to improve Google products and help set up their customers for success.

Here’s how

• Provide technical support to customers using Google Cloud Platform products, solutions and application program interfaces (APIs)
• Identify and document product bugs and feature requests and work alongside internal support teams as well as customers to implement effective solutions
• Identify and reproduce production impacting issues and coordinate fixes for customers
• Work closely with internal support teams to improve Google Cloud Platform products at a senior level

Qualifications

Must have:

• Communication Skills: Strong communication and collaboration skills with the ability to effectively communicate technical concepts to both technical and non-technical audiences.
• Advanced knowledge of English is required: Most of the time you will interact in English with external parties (clients, suppliers, candidates, external partners, etc.) as part of this position's main responsibilities, given its international scope
• Strong knowledge of networking (NAT, DNS, firewalls, routing, load balancing, etc.)
• Strong understanding of network troubleshooting tools (ping, netstat, traceroute/tracert/mtr,dig, route, package analyzer like TCPDump etc)
• TCP/IP protocol knowledge and ability to use it for troubleshooting reachability, latency and throughput issues
• Familiarity troubleshooting Linux performance (CPU, memory, I/O) and familiarity with common Linux troubleshooting tools (vmstat, iostat, lsof, strace, etc.)
• Resourcefulness and strong research skills
• Ability to quickly learn and explain new complex technologies and subjects
• Demonstrate comprehensive troubleshooting tactics
• Understanding and identify issues from reading product logs (VPN, Load Balancer)
• Punctuality, aware of professional etiquette standards, and 24/7 availability

Great to have:

• Proficiency in French speaking and writing is an asset
• Cloud Networking: Hands-on experience with cloud networking solutions, including hybrid/multi cloud environments. Proficiency with GCP networking services such as VPC, Cloud Router, Cloud NAT, Cloud Load Balancing, Cloud Interconnect, Cloud DNS, and Cloud Armor. Including understanding of core concepts like virtual networks, firewalls, routing, NAT, load balancing (L7/L4), BGP, DNS resolution, and DDoS protection
• Security Protocols: Knowledge of security best practices for securing network resources and experience with security protocols like VPNs, ASA and FirePower
• Monitoring and Logging: Experience with monitoring tools for troubleshooting and performance analysis

Preferred Qualifications:

• College diploma in Computer Science or 2 years equivalent knowledge / experience
• Networking Experience: Previous experience working with Networking concepts
• PacketCapture/Analysis: Experience using techniques such as packet-capture/packet-analysis,load testing, and traffic-path analysis to troubleshoot network-latency, packet-loss and performance issues
• Expertise in tools usage WireShark, Tcpdump etc

Certifications:

• CCNA, CCNP, CCIE, KCNA, CKA, RHCE or equivalent certifications will be advantageous

The starting salary for this position is standardized for all new hires, ensuring equitable compensation across incoming team members in this role.

Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its international scope.

Salary Range: $54,000 - $80,000

Performance Bonus or Sales Incentive Plan: 10%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. In addition, TELUS offers rewarding benefits such as:

• Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
• Flexibility to work in-office, virtually or a combination of both, based on the role's requirements
• Generous company matched pension and share purchase programs
• Opportunity to give back to communities in which we work, live and serve
• Career growth and learning & development opportunities to develop your skills
• And much more …

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team memberwill be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

Technology Solutions

We’re into seeing where technology can take us, so if you have ever imagined what the future of supply chain management, cybersecurity, the cloud and Internet of Things will look like, we want you to be part of the team that makes it happen.

We are honoured to be recognized

5G
TELUS’s fastest network. 5G enables a superior experience with fast downloads and richer multimedia applications

6
Innovation centres across Canada that bring our team members together with customers, partners, start ups, universities, hospitals and fellow colleagues to tackle some of the biggest technological hurdles Canada will face in the near future.

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.