Sr. Cloud Support Engineer

Join SADA as a GCP Senior Cloud Support Engineer!

Your Mission:

As a Senior Cloud Support Engineer at SADA, you will ensure our customers’ support issues are handled effectively. You will work with highly skilled support engineers focused on providing Google Cloud Platform solutions, including Google Kubernetes Engine, BigQuery, Cloud SQL, Google Cloud Monitoring, and related Google services. The Sr. 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 Sr. 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.  

Responsibilities:

• Ensure accurate and timely resolution of incidents

• Serve as a SADA escalation point for client technical issues related to Google Cloud Platform (GCP) or Google Workspace

• Triage and escalate issues to Google Support as required

• Support servers/services hosted on GCP for multiple clients

• Provide front line support for multiple clients

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

• Assist with developing new processes to enhance customer support experience

• Assist with technical training of team members 

• 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 

#MakeThemRave is at the foundation of all our Enterprise Support Services team. 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. Due to the COVID-19 pandemic, travel has been temporarily restricted.

Customer Facing - 50%

Training - Ongoing with first-week orientation followed by a 90-day onboarding schedule. Details of the timeline can be shared. Due to the COVID-19 pandemic, all onboarding will be temporarily conducted remotely.

Required Qualifications: 

• Experience with Google Cloud Platform

• 3+ years of experience utilizing & strong knowledge on cloud database platforms such as Cloud SQL, PostgreSQL, BigQuery, BigData.

• 5+ years of experience utilizing & strong knowledge on cloud compute platforms (GCE, EC2, GKE, EKS, AKS)

• Experience in providing support for Google Cloud Platform products and solutions including, Cloud Operations (Stackdriver), and other Google-related services.

• Experience in supporting customers preferably in 24/7 environments

• Strong understanding of access control administration (IAM, Cloud Identity, User accounts, permission models)

• Strong knowledge with networking (NAT, firewalls, subnets, basic routing, load balancing, etc.)

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

Useful Qualifications:

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

• Experience with IaC such as Terraform, Ansible or similar is a plus

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