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

Google Operations Center; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Health care coverage

Parental leave & insurance

Free meals on-site

Job summary

Google Operations Center is seeking a Cloud Support Engineer Specialist to provide expert technical support for Google Cloud Platform (Infra) to premier customers. You’ll troubleshoot complex GCP issues, guide teams on technical matters, and maintain core metrics while ensuring high-quality service.

The role demands strong problem-solving, collaboration with engineers, and the ability to mentor new hires. A CS/EC background and hands-on GCP experience are essential in this customer-focused

Qualifications

• Engineering degree in Computer Science or Electronics or related field.
• Associate level Cloud Certification, preferably GCP, is desirable.
• Hands-on experience with Google Cloud Platform (GCP) services and troubleshooting.
• 2–5 years in a customer support role handling enterprise clients.
• Experience with Kubernetes, virtualization, and security concepts (ACL, IAM, cloud identity).
• Familiarity with web technologies (HTTP, APIs) and cross-team collaboration.

Responsibilities

• Respond to and resolve customer queries by phone, email, and chat per SLOs.
• Maintain high CSAT and adhere to quality standards across cases.
• Use troubleshooting tools to establish root cause and provide customer-facing assessments.
• Assess business impact and prioritization for a given customer report, with justification.
• Collaborate with Google engineers to diagnose issues, document steps, and propose resolutions.
• Contribute to community management tasks as needed by the business.
• Escalate and manage technical incidents with clear communication to stakeholders.
• Provide solutions for customer-specific architectural needs within product scope.
• Train new hires on GCP infrastructure-related topics and participate in process improvements.

Skills

Excellent English communication

GCP Cloud Platform experience

Kubernetes experience

Docker experience

HTTP & APIs understanding

Linux/Unix or Windows Server admin

Associate level Cloud Certification (P

Education

Engineering degree in Computer Science / Electronics / related field

Tools

GCP troubleshooting tools

Job description

Join Us!

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

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.