Job Description

You will serve as a subject‑matter expert (SME) providing Level‑3 technical support across Google Cloud Compute and adjacent workloads. Focus areas include Compute Engine, migrations, observability/ops management, Google Cloud VMware Engine, SAP on GCP, Backup & DR, and Bare Metal Solution. The role centers on rapid, high‑quality incident response, root‑cause diagnosis, and resolution for complex customer cases while maintaining SLOs, CSAT targets, and rigorous documentation standards across phone, email, and chat channels.

Key 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.
• Stand in for program lead and coach other team members

Product Scope & Typical Case Patterns

Compute

• Cloud Billing API: account linking, budget alerts, cost anomalies, export to BigQuery.
• Compute Engine: instance lifecycle (create/start/stop), machine types, network interfaces, GPUs, live migration.
• Confidential VM: AMD SEV configuration, attestation, performance considerations.
• Linux: guest OS troubleshooting (kernel, packages), SSH access, disk mounts.
• Mainframe Connector: connectivity setup, data movement pipelines, performance tuning.
• Managed Service for Microsoft Active Directory: domain join issues, trust relationships, GMSA, LDAP connectivity.
• Migrate for Compute Engine / Migrate for Virtual Machines: migration waves, agent health, cutover plans.
• Migration Center: discovery, TCO, sizing, migration planning.
• Persistent Disk: performance tuning, snapshot/restore, resize operations, regional PDs.
• Pricing API & Public Catalog API: SKU lookups, pricing changes, caching strategies.
• Service Usage API: quota enablement, API activation troubleshooting.
• VM Manager: patch management, inventory, compliance baselines.
• Windows: licensing (BYOL/PAYG), domain join, RDP access, WSUS/SCCM integration.

Ops Management

• Cloud Error Reporting: grouping anomalies, alerts tuning.
• Cloud Logging: log sinks, filters, retention, export pipelines.
• Cloud Monitoring: uptime checks, alerting policies, SLOs.
• Cloud Profiler: profiling setup, overhead analysis.
• Cloud Trace: latency analysis, spans, service maps.

Google Cloud VMware Engine (GVE)

• Private cloud provisioning, networking (DNS, DHCP, HCX), storage policies, vMotion.
• Connector reliability (HCX), migration planning, guest OS considerations.

SAP on GCP

• SAP Business Intelligence: connectivity, performance, scaling.
• SAP HANA: sizing, storage layout (PD/BMS), high availability.
• SAP NetWeaver: OS/DB compatibility, kernel updates, RFC connectivity.

Backup and DR

• Google Cloud Backup and Disaster Recovery (GCBDR): job scheduling, restore validation, application‑consistent backups.

Bare Metal Solution

• Provisioning, interconnect (L2/L3), storage mapping, SAP/HANA workloads on BMS.

Job Requirements