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

Category

Requirement

Experience

0–2 years in IT Support, Help Desk, or Cloud Operations.

Education

Bachelor’s in CS/IT or equivalent technical certifications.

GCP Knowledge

Basic understanding of

Compute Engine

,

IAM

, and

VPC Networking

.

Certifications

Google Cloud Digital Leader

(Required) or

Associate Cloud Engineer

(Preferred).

AI Literacy

Ability to use GenAI (like Gemini) to interpret code snippets or error logs.

Soft Skills

Strong English communication and a "customer-first" mindset.