Job Title: BigData Cloud Support Senior Associate - Google Cloud Platform

Location: Hyderabad

Join Us!
Join us at the Google Operations Center for the opportunity to help Google users tackle their
problems and achieve their goals, all while working in a dynamic and diverse environment.

As the BigData Cloud Support Senior Associate - Google Cloud Platform you will provide
outstanding technical support for the most prestigious GCP Enhanced customers. This support
will be mainly focused on troubleshooting Google Cloud Platform related issues in the
customer environment.

The right person for this role will have to be able to follow a logical troubleshooting path, to
navigate through ambiguous problems and to collect relevant information to provide an
outstanding solution for Google Cloud Platform clients.

Minimum Qualifications

● Engineering degree in Computer Science or Electronics or related field

● Excellent English communication skills (both written and oral) and stakeholder
management at multiple levels
● Any Associate level Cloud Certification , preferably GCP
● Hands-on experience with any Cloud Platform
● 3 -6 years of experience with with Data Warehousing, Databases, Data mining
● Basic or intermediate (TBC) coding skill expertise needed in one of the following:
Golang, C++, Python, Java
Preferred Qualifications
● Good Understanding on AI/ML concepts
● Knowledge on open source distributed storage and distributed data processing like
Apache Hadoop, Airflow
● Understanding on creating pipeline and job ( batch / streaming ) processing
● Experience on data analytics, ETL development or other big data

Position Responsibilities
● Response, diagnosis, resolution and tracking by phone, email and chat of customer
support queries. Maintain response and resolution speed as defined by SLOs;
● Keep high customer satisfaction scores and follow quality standards in 90% of cases.
● Assist and respond to consults from other Technical Support Representatives through
existing systems and tools.
● Use existing troubleshooting tools and techniques to establish root cause for queries
and provide a customer facing root cause assessment.
● Understand business impact of customer issue report and follow internal issue
prioritization guidelines, provide justification on priority for a given single customer
report. Perform internal classification queries documenting classes of problems and
preventative actions for further retroactive analysis.
● Reactively (e.g. as a result of a query) file issue reports to Google engineers, collaborate
with Google engineers to diagnose customer issues, build documentation, procedures,
document desired behavior and/or steps to reproduce, and suggested code-level
resolutions for complex product bugs, assist engineers to drive bugs to resolution.
● Perform community management tasks as needed by the business.
● Promptly and independently resolve technical incidents and escalations, with effective
communication to all stakeholders internally and externally, so that no monitoring is
needed by Google engineers.
● Take cases involving customer-specific requirements on architectural design, provide
solutions limited to a particular product (or a subset of product features).
● Provide high-touch assistance to highest Tier customers, build in-depth understanding of
most pressing customer issues and act as an advocate for such issues with Google
engineers and Program Managers.
Benefits
● We support you with competitive wages and comprehensive health care including
medical, dental and vision coverage
● We support your family with gender-neutral baby bonding leave, 26 week birth-parent
maternity leave, and generous life, accident and disability insurance minimums
● We support your teams with free daily lunch, fully stocked micro-kitchens, and culture
clubs and employee resource groups that let you share what you care about

At Google Operations Center, we don’t just accept differences - we celebrate it, we support it,
and we thrive on it for the benefit of our employees, our products and our community. 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. If you have a disability or special need that requires
accommodation, please let us know.