Job Description
Description Be a part of a transformational journey with innovative talent and leading edge technologies. Join our team Google Cloud technology is the future, empowering millions of organizations and businesses to lead, innovate and grow. If you are interested in working with this leading edge technology while providing best in class technical customer support, consider this great opportunity at TELUS.
You’re the missing piece of the puzzle! Here’s the impact you’ll make and what we’ll accomplish together We are looking for a Cloud Network Support Specialist who will provide excellent technical customer service support for Google Cloud Platform products and solutions including Networking and related services.
Working in a blended call center environment, you will provide real time technical assistance and Networking support over the phone and via online communications based on client requirements as part of a global 24x7 support organization. This role will also work closely with engineers and product managers to improve Google products and help set up their customers for success.
Here's How - Provide technical support to customers using Google Cloud Platform products, solutions and application program interfaces (APIs)
- Identify and document product bugs and feature requests and work alongside internal support teams as well as customers to implement effective solutions
- Identify and reproduce production impacting issues and coordinate fixes for customers
- Work closely with internal support teams to improve Google Cloud Platform products at a senior level
Qualifications Must have: - Communication Skills: Strong communication and collaboration skills with the ability to effectively communicate technical concepts to both technical and non-technical audiences.
- Advanced knowledge of English is required: Most of the time you will interact in English with external parties (clients, suppliers, candidates, external partners, etc.) as part of this position's main responsibilities, given its international scope
- Strong knowledge of networking (NAT, DNS, firewalls, routing, load balancing, etc.)
- Strong understanding of network troubleshooting tools (ping, netstat, traceroute/tracert/mtr,dig, route, package analyzer like TCPDump etc)
- TCP/IP protocol knowledge and ability to use it for troubleshooting reachability, latency and throughput issues
- Familiarity troubleshooting Linux performance (CPU, memory, I/O) and familiarity with common Linux troubleshooting tools (vmstat, iostat, lsof, strace, etc.)
- Resourcefulness and strong research skills
- Ability to quickly learn and explain new complex technologies and subjects
- Demonstrate comprehensive troubleshooting tactics
- Understanding and identify issues from reading product logs (VPN, Load Balancer)
- Punctuality, aware of professional etiquette standards, and 24/7 availability
Great to have: - Proficiency in French speaking and writing is an asset
- Cloud Networking: Hands-on experience with cloud networking solutions, including hybrid/multi cloud environments. Proficiency with GCP networking services such as VPC, Cloud Router, Cloud NAT, Cloud Load Balancing, Cloud Interconnect, Cloud DNS, and Cloud Armor. Including understanding of core concepts like virtual networks, firewalls, routing, NAT, load balancing (L7/L4), BGP, DNS resolution, and DDoS protection
- Security Protocols: Knowledge of security best practices for securing network resources and experience with security protocols like VPNs, ASA and FirePower
- Monitoring and Logging: Experience with monitoring tools for troubleshooting and performance analysis
Preferred Qualifications: - College diploma in Computer Science or 2 years equivalent knowledge / experience
- Networking Experience: Previous experience working with Networking concepts
- PacketCapture/Analysis: Experience using techniques such as packet-capture/packet-analysis,load testing, and traffic-path analysis to troubleshoot network-latency, packet-loss and performance issues
- Expertise in tools usage WireShark, Tcpdump etc
Certifications: - Google Associate Cloud Engineer certification is desired
- CCNA, CCNP, CCIE, KCNA, CKA, RHCE or equivalent certifications will be advantageous
The starting salary for this position is standardized for all new hires, ensuring equitable compensation across incoming team members in this role.
Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its international scope.
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