Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 2 years of experience in Technical Customer Support, IT Operations, or Systems Administration.
- Experience with supporting Linux operating systems, networking, scripting and automation, and application troubleshooting.
- Developed Vetting (DV) level Security Clearance.
Preferred qualifications:
- Experience in working with operating systems, kubernetes, and public cloud technologies (e.g. GCP).
- Experience with creating scripts to automate common tasks.
- Understanding of local and wide area network (LAN/WAN).
About the job
In this role, you will operate and secure private cloud services. You will aim to provide the flexibility, reliability, and scalability of public cloud for customers with high security requirements that can only be met in a private cloud environment. You will deliver and operate these private cloud deployments for the customers, helping scale, secure and maintain the deployment whilst working with Google Cloud product teams to improve our technology.
You will be the first point of contact for customers encountering technical issues with their private cloud workloads. You will be responsible for troubleshooting and resolving a wide range of incidents, acting as a bridge between the customer and internal Google teams.
You will provide timely and effective technical support for customers' issues, diagnosing incidents. Use your technical knowledge and troubleshooting techniques to fix the issues.
You will be required to work collaboratively with other Google teams to escalate and resolve complex issues. If necessary you will update Google's playbooks, not just to help Google's United Kingdom (UK) team but to help similar teams around the world. You will help drive the success of Google Cloud by understanding and advocating customers issues. This will include a need to sometimes work non-standard work hours and participate in an on-call rotation.
Responsibilities
- Monitor and support queues, troubleshoot and resolve customer issues as appropriate.
- Collaborate with other Google teams in the United Kingdom (UK) Sovereign Operations, as well as wider Google Cloud Engineering teams, to resolve complex issues.
- Respond and take action from platform alerts as necessary, and suggest and run continuous improvement initiatives.
- Support the development and evolution of Service Desk processes.
- Participate in a 24/7 on-call rotation for incident response escalation within response Service Level Agreements (SLA), and ensure that the highest standards of customer service is maintained across all work.
Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also
Google's EEO Policy and
EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our
Accommodations for Applicants form.
