Software Engineer

GCP Tech Support Agent

As a Cloud Support Agent, you are the first point of contact for users experiencing technical hurdles within Google Cloud Platform and Google Workspace. Your goal is to provide rapid, empathetic, and effective troubleshooting. You will use monitoring dashboards and AI assistants to identify, categorize, and resolve common infrastructure and collaboration issues, ensuring our users stay productive and our systems remain secure.Key Responsibilities Front-Line TroubleshootingIssue Triage: Monitor incoming tickets via Jira/ServiceNow, categorizing them by severity and identifying the core technical problem.

• Platform Support: Assist users with common GCP tasks like VM restarts, Cloud Storage permissions, and Cloud SQL connectivity checks.
• Workspace Management: Handle daily GWS tasks such as password resets, 2-step verification (2SV) recovery, and Shared Drive access issues.
• Runbook Execution: Follow standardized "Step-by-Step" guides to resolve known errors without needing to escalate
• Health Checks: Monitor Google Cloud Operations Suite (formerly Stackdriver) for red-line alerts on CPU usage, disk space, or service outages.
• Log Analysis: Use Cloud Logging and AI-summa
  
  

CategoryRequirementExperience0–2 years in IT Support, Help Desk, or Cloud Operations.EducationBachelor’s in CS/IT or equivalent technical certifications.GCP KnowledgeBasic understanding of Compute Engine, IAM, and VPC Networking.CertificationsGoogle Cloud Digital Leader (Required) or Associate Cloud Engineer (Preferred).AI LiteracyAbility to use GenAI (like Gemini) to interpret code snippets or error logs.Soft SkillsStrong English communication and a "customer-first" mindset.

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