Technical ociate Networking Support

• Response diagnosis resolution and tracking by phone email and chat of Technical support queries
  
• Maintain response and resolution speed as defined by SLOs
  
• Keep high customer satisfaction scores and follow quality standards in 90% of cases
  
• Use existing troubleshooting tools and techniques to establish root cause for queries and provide a customer facing root cause assessment
  
• Perform internal classification queries to document types of issues and recommended actions for future analysis
  
• Reactively file issue reports to the Product Engineering team build documentation with procedures document desired behavior and/or steps to reproduce and assist engineers in driving bugs to resolution. Perform community management tasks as needed by the business
  
• Take cases involving customerspecific requirements on architectural design provide solutions limited to a particular product (or a subset of product features)
  
• Adhere to project timelines and create release deliverables
  

Requirements

• Degree in IT / Computer Science / related discipline
  
• Experience in enterprise level Product Support
  
• Excellent customer interaction skills
  
• Knowledge of Networking services in Google Cloud IaaS Services & Google Cloud Products or related cloud platforms
  
• Experience in Troubleshooting and supporting network services Routing Firewall IDS/IPS Sitetosite VPN Load balancer SSL/TLS certification
  
• Basic Experience in Any standard webserver and related framework
  
• Experience in Unix/Linux platform command line and shell scripting
  
• Understanding System Design / scaling
  
• Experience in testing Infrastructure Applications
  
• Advanced level of understanding on Networking Protocols and troubleshooting
  
• Experience in network troubleshooting or design such as load balancers router firewall
  

• Familiarity with Google Cloud IaaS Services & Google Cloud Products
  
• Work experience of other Cloud services such as AWS Azure IBM Soft layer Rackspace Private Clouds
  
• Google Cloud certification (Google Cloud)
  

• Excellent written and verbal communication skills in two languages / Mandarin and English (Native level proficiency)
  
• Strong attention to detail and outstanding analytical and Problemsolving skills
  

• Response, diagnosis, resolution and tracking by phone, email, and chat of Technical support queries
  
• Maintain response and resolution speed as defined by SLOs
  
• Keep high customer satisfaction scores and follow quality standards in 90% of cases
  
• Use existing troubleshooting tools and techniques to establish root cause for queries and provide a customer facing root cause assessment
  
• Perform internal classification queries to document types of issues and recommended actions for future analysis
  
• Reactively file issue reports to the Product Engineering team, build documentation with procedures, document desired behavior and/or steps to reproduce, and assist engineers in driving bugs to resolution. Perform community management tasks as needed by the business
  
• Take cases involving customer-specific requirements on architectural design, provide solutions limited to a particular product (or a subset of product features)
  
• Adhere to project timelines and create release deliverables
  

Requirements

• Degree in IT / Computer Science / related discipline
  
• Experience in enterprise level Product Support
  
• Excellent customer interaction skills
  
• Knowledge of Networking services in Google Cloud IaaS Services & Google Cloud Products or related cloud platforms
  
• Experience in Troubleshooting and supporting network services Routing, Firewall, IDS/IPS, Site-to-site VPN, Load balancer, SSL/TLS certification
  
• Basic Experience in Any standard webserver and related framework
  
• Experience in Unix/Linux platform, command line and shell scripting
  
• Understanding System Design / scaling
  
• Experience in testing Infrastructure Applications
  
• Advanced level of understanding on Networking Protocols and troubleshooting
  
• Experience in network troubleshooting or design such as load balancers, router, firewall
  

• Familiarity with Google Cloud IaaS Services & Google Cloud Products
  
• Work experience of other Cloud services such as AWS, Azure, IBM Soft layer, Rackspace, Private Clouds
  
• Google Cloud certification (Google Cloud)
  

• Excellent written and verbal communication skills in two languages / Mandarin and English (Native level proficiency)
  
• Strong attention to detail and outstanding analytical and Problem-solving skills