Cloud Support Engineer

Join SADA, An Insight Company as a Cloud Network Support Engineer!

Your Mission:

As a Cloud Network Support Engineer at SADA, your mission is to ensure our customers' support issues are handled effectively, with a primary focus on Google Cloud Platform's networking services. You will work with highly skilled support engineers to provide expert-level solutions for customers utilizing GCP networking, including Cloud Load Balancing, Cloud CDN, Cloud VPN, and other related services. The Cloud Network Support Engineer is responsible for providing technical assistance and guidance to team members and customers, updating knowledge articles, and enacting improvements to our ServiceNow incident management system, as well as being a SADA ambassador to our clients. Participating in on-call rotations, the Support Engineer must also be technically adept with Google products and be able to seamlessly and effectively partner with other SADA work groups, our partners, and our customers. SADA ESS delivers 24x7 support from a variety of locations around the world.

This is primarily a customer-facing role. You will also work closely with SADA’s Customer Experience team to execute on their recommendations to our customers, and with Professional Services on large projects that require PMO support.

Responsibilities:

• Serve as a SADA escalation point for client technical issues related to GCP networking services.

• Triage, troubleshoot, and resolve incidents related to GCP networking.

• Provide front-line support for a wide range of GCP networking products and solutions.

• Triage and escalate issues to Google Support as required.

• Notice trends and work with team leadership to devise long-term solutions to recurring network problems.

• Assist with developing new processes to enhance the customer support experience.

• Assist with technical training of team members on network topics.

• Open to being on call for weekends and after hours.

• Must be highly organized and detail-oriented.

• Successful at working in a team culture.

• Excellent verbal and written communication skills.

• Strong problem-solving and Analytical/Reasoning skills.

Pathway to Success 

Our motivation is to provide customers with an exceptional experience in all aspects of their interactions with our support and managed services teams. Your success starts by positively impacting the direction of a fast-growing practice with vision and passion. You will be measured bi-yearly by the breadth, magnitude, and quality of your contributions, your ability to provide the highest quality of support, customer feedback at the close of service tickets, how well you collaborate with your peers, and the consultative polish you bring to customer interactions.  

As you continue to execute successfully, together we will build a customized development plan  that leads you through the engineering or management growth tracks to fulfill your personal goals.. 

Expectations:

Required Travel - 10% travel to customer sites, conferences, and other related events. Customer Facing - 50%

Training - Ongoing with first-week orientation followed by a 90-day onboarding schedule. Details of the timeline can be shared.

Required Credentials:

• Google Certified Associate Cloud Engineer or able to complete within the first 45 days of employment

• Google Professional Cloud Network Engineer certification within the first 120 days.

Required Qualifications: 

• Mastery in Google Cloud Platform Networking, with deep knowledge of:

  • Cloud Load Balancing (HTTP(S), TCP/SSL, and UDP)

  • Cloud Armor for DDoS and WAF

  • Cloud CDN for content delivery

  • Cloud DNS for domain name resolution

  • Cloud NAT for outbound connectivity

  • Cloud Router for dynamic routing with BGP

  • Cloud VPN for secure site-to-site connectivity

  • Cloud Interconnect for on-premises network extension

  • VPC Service Controls for security perimeter management

  • Private Service Connect for private access to managed services

• 3+ years of experience utilizing & strong knowledge of cloud platforms with a focus on networking.

• Strong understanding of core networking principles, including TCP/IP, BGP, DNS, and routing protocols.

• Strong knowledge of access control administration (IAM, Cloud Identity, User accounts, permission models) in a network context.

• Familiarity with common Linux troubleshooting tools (vmstat, iostat, lsof, strace, etc.).

• Experience working with Google Support teams.

• Proven ability to diagnose and resolve complex network problems using packet capture tools (e.g., tcpdump, Wireshark).

Useful Qualifications:

• Experience with code-level troubleshooting with Java, Python, bash scripting or similar language a plus.

• Experience with IAC tools such as Terraform or Ansible is a plus, especially for automating network configurations.

• Experience with Hybrid Cloud environments and other Cloud Environments such as AWS, Azure etc is a plus.

• Exposure to AI tools like Agentspace & Vertex AI and ML Ops is a plus.

• CCNA & CompTIA Network+ certifications are a plus.