Job Description
Overview
As a Subject-Matter Expert (SME) in Google Cloud Network & Edge products, you will provide Level-3 technical support for a diverse portfolio of cloud-native networking, edge, and SDN solutions. Your focus will be on rapid, high-quality incident response, root-cause diagnosis, and resolution for complex customer cases, while maintaining SLOs, CSAT targets, and rigorous documentation standards across phone, email, and chat channels. You will act as a technical advocate for high-tier customers, collaborating closely with Google engineers and program managers to resolve critical issues and drive continuous improvement.
Key Responsibilities
- Respond, diagnose, resolve, and track customer support queries via phone, email, and chat.
- Maintain response and resolution speed as defined by SLOs.
- Achieve high customer satisfaction scores and adhere to quality standards in at least 90% of cases.
- Assist and respond to consu...