Job Description

• Respond, diagnose, resolve, and track customer support queries across phone, email, and chat; ensure documentation is accurate and complete.
• Meet or exceed SLOs for response and resolution time; proactively manage queues to sustain performance.
• Maintain high CSAT and adhere to internal quality standards in ≥90% of audited cases.
• Assist L1/L2/Tiered teams: respond to consults from other technical support representatives using existing systems and tools; coach peers when needed.
• Establish root cause using approved troubleshooting tools and techniques; provide customer‑facing RCA that is clear, actionable, and timely.
• Assess business impact of issues; apply internal prioritization guidelines and justify priority for each customer report.
• Classify and tag incidents for retroactive analysis; document problem classes and preventative actions to improve product reliability and reduce repeat issues.
• File and collaborate on product bugs with Google engineers: reproduce issues, provide logs and steps, author or improve procedures and documentation, and suggest code‑level fixes where relevant.
• Community management activities as required (forums, posts, solutions articles, FAQs).
• Independently resolve escalations and complex technical incidents with transparent communication to internal/external stakeholders—aiming for no monitoring required by Google engineers.
• Handle architecture‑specific cases: provide solutions constrained to a particular product or defined subset of features.
• High‑touch assistance for top‑tier customers: develop deep understanding of their most pressing issues and advocate for them with engineering and program management.

Job Requirements