Respond, diagnose, resolve, and track customer support queries across phone, email, and chat; ensure documentation is accurate and complete.
Meet or exceed SLOs for response and resolution time; proactively manage queues to sustain performance.
Maintain high CSAT and adhere to internal quality standards in ≥90% of audited cases.
Assist L1/L2/Tiered teams: respond to consults from other technical support representatives using existing systems and tools; coach peers when needed.
Establish root cause using approved troubleshooting tools and techniques; provide customer‑facing RCA that is clear, actionable, and timely.
Assess business impact of issues; apply internal prioritization guidelines and justify priority for each customer report.
Classify and tag incidents for retroactive analysis; document problem classes and preventative actions to improve product reliability and reduce repeat issues.
File and collaborate on product bugs with Google engineers: reproduce issues, provide logs and steps, author or improve procedures and documentation, and suggest code‑level fixes where relevant.
Community management activities as required (forums, posts, solutions articles, FAQs).
Independently resolve escalations and complex technical incidents with transparent communication to internal/external stakeholders—aiming for no monitoring required by Google engineers.
Handle architecture‑specific cases: provide solutions constrained to a particular product or defined subset of features.
High‑touch assistance for top‑tier customers: develop deep understanding of their most pressing issues and advocate for them with engineering and program management.
Minimum Qualifications
Language: Mandarin B2 (CEFR) or equivalent proficiency is a must; able to pass Versant benchmarks.
English: professional working proficiency; confident written and verbal communication with global stakeholders.
Technical Support Experience: Demonstrated success in L2/L3 support for cloud/data platforms, including incident ownership, RCA delivery, and cross‑functional collaboration.
Troubleshooting & Analysis: Strong diagnostic skills (logs, metrics, tracing, performance analysis) and ability to translate findings into customer‑friendly RCA.
2-6 years of experience on google cloud or any cloud platform such as AWS or Azure
Preferred Skills & Product Certifications
Data Analytics — BigQuery Pod
BigQuery
Data Catalog
Dataform
Earth Engine
Dataflow & Pub/Sub Pod (SnL)
Dataflow
Pub/Sub
Pub/Sub Lite
Apache Flink for BigQuery
Apache Kafka for BigQuery
Dataprep
Telecom Subscriber Insights (Subgraph)
Telecom data domain understanding; subscriber graph/subgraph concepts
Dataproc & Data Fusion Pod (SnL)
Dataproc
Dataproc Metastore
Data Fusion
Databricks
Dataplex
Composer Pod (SnL)
Cloud Composer (Airflow)
Certifications (nice‑to‑have):
Google Cloud Professional Data Engineer, Professional Cloud Developer, Professional Cloud Architect (or relevant product certifications across the pods above).
Related data engineering/streaming certifications (Apache Flink/Kafka), and vendor‑specific badges (Databricks, Airflow).
Working Conditions
Standard business hours in MYT (GMT+8) with flexibility for on‑call rotations or priority escalations when required.
Hybrid/onsite arrangements per program policy.
