Cloud Support Lead

1 month ago

Anywhere in IndiaMultiple Locations Econz IT Services Pvt Ltd Full time

Job Description :


As the Lead Support Engineer for Google Cloud Platform (GCP) and Google Workspace (GWS), you will be responsible for managing the daily operations of the technical support team as well as participating as an active member of the team. This role requires a blend of hands-on technical support expertise, leadership and people skills, and a commitment to delivering top-notch support to external clients. Also will be working with internal cross-functional teams for enhancing the quality of our support service levels and offerings.

Your Responsibilities :

  • Managing the day-to-day operations of the Technical Support Team
  • Act as a senior specialist who will drive customer satisfaction for technical support
  • Act as a mentor and provide oversight, coaching to technical support team on Google Cloud products Workspace and GCP
  • Be responsible for owning technical escalations from customers
  • Record and track team SLAs and workflows
  • Clearly communicate customer escalated issues to Tier 3, Management and/or OEM Product managers as needed
  • Manage and report on all technical support inquiries
  • On-board new technical support team members
  • Assist in the creation of the team KPIs as well as monitor and report on results
  • Be actively involved with the operational delivery and UAT if required for new product and feature releases
  • Monitor team performance and report on metrics
  • Ensure that all customer queries and issues are solved within defined SLAs/SLOs
  • Create any relevant support SOPs for the team
  • Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents
  • Implement any necessary preventive measures to reduce customer tickets and issues
  • Review all technical support related processes and documentation for continuous improvement. Assist in the creation and implementation of customer self-service assets and tools.
  • Evaluate and analyze CRM customer case trends to prevent future common issues

Required Skills/Qualification :

  • BE/B.Tech/BCA/B.Sc degree in Computer Science or IT
  • Proven experience in managing and operating a customer service and support function team for public cloud or SaaS services
  • Strong problem solving and communication skills
  • Strong analytical skills to investigate and resolve customer support tickets
  • Previous experience in managing customer focused teams keeping the company culture in mind.
  • Configuring public cloud email routing, servers, and security policies, ideally within a Google Workspace environment
  • Providing L3+ level support for Windows, Linux server administration
  • Troubleshooting L3+ level cloud network connectivity and security issues
  • Training and empowering customers technical engineers
  • Performing technical discoveries of customer environments for cloud infrastructure services
  • Overseeing Google Workspace migrations
  • Experience working with support ticketing systems (either Zoho Desk, Zen Desk, Fresh Desk, Hubspot, Jira)
  • Understand DNS and end-to-end email flow
  • Experience with enterprise level Software as a Service (SaaS) products
  • Ability to work independently as well as collaborativelya
  • Familiar with MS Active Directory, MS Exchange, MDM, SSO, and LDAP configuration.
  • Familiarity with Google Workspace and Workspace legacy syncing tools.
  • Knowledge of server and network monitoring systems like Grafana, Prometheus, Zabbix etc
Preferred Skills to have :
  • Google Professional Collaboration Engineer certification or MS Office365 equivalent.
  • Cloud Platform (like AWS, Azure or GCP) System Administration certification
  • Programming languages (either Python, Javascript)
(ref:hirist.tech)

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