Job Description
As a Subject-Matter Expert (SME) in Google Cloud Database products, you will provide Level-3 technical support for a portfolio of cloud-native and managed database services. 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 consults from other technical support representatives using existing systems and tools.
Use troubleshooting tools and techniques to establish root cause for queries and provide customer-facing root cause assessments.
Understand the business impact of customer issue reports, follow internal issue prioritization guidelines, and provide justification on priority for individual cases.
Perform internal classification queries, documenting classes of problems and preventative actions for retroactive analysis.
Reactively file issue reports to Google engineers, collaborate to diagnose customer issues, build documentation and procedures, document desired behavior and/or steps to reproduce, and suggest code-level resolutions for complex product bugs.
Perform community management tasks as needed by the business.
Promptly and independently resolve technical incidents and escalations, ensuring effective communication with all stakeholders so that no monitoring is needed by Google engineers.
Take cases involving customer-specific requirements on architectural design, providing solutions limited to a particular product or subset of product features.
Provide high-touch assistance to highest tier customers, build in-depth understanding of their most pressing issues, and act as an advocate for these issues with Google engineers and program managers.
Chinese Language Proficiency: At least B2 level (CEFR) or equivalent, meeting or exceeding Versant benchmarks.
Product Specialization
Cloud Native Databases: Cloud Bigtable, Cloud Datastore, Firestore, Cloud Firestore, Firebase Realtime Database, Memorystore for Memcached, Memorystore for Redis, Redis Enterprise, Cloud Spanner, Datastream.
Managed SQL: Cloud SQL for MySQL, PostgreSQL, SQL Server, Data Migration Service, AlloyDB for PostgreSQL, AlloyDB Omni, Oracle on GCP.
Typical Case Patterns
Database provisioning, scaling, and high-availability configuration.
Performance tuning, query optimization, and troubleshooting latency or throughput issues.
Data migration, backup, and restore operations across supported database engines.
Security and compliance: IAM roles, encryption, audit logging, and access controls.
Replication, sharding, and cross-region failover scenarios.
Troubleshooting connectivity, authentication, and authorization issues.
Root cause analysis for data consistency, replication lag, or failover events.
Collaboration with Google engineering for bug diagnosis, feature requests, and product improvements.
Documentation of best practices, runbooks, and knowledge base articles for internal and external use.
Minimum Qualifications
Technical Support Experience (L2/L3) for cloud database platforms (e.g., Cloud SQL, Spanner, Bigtable, Firestore), with proven incident ownership and RCA delivery.
Troubleshooting & Analysis: proficiency with logs, metrics, tracing, query analysis, and performance tuning.
Communication: customer-friendly RCA and escalation narratives; ability to handle sensitive, high-impact scenarios.
Language: Mandarin B2 (CEFR) mandatory; English professional working proficiency.
2-6 years experience in Google Cloud platform or any cloud platform such as AWS and Azure.
Preferred Skills & Product Certifications
Google Cloud Professional Database Engineer, Professional Cloud Architect/Developer.
Hands-on with Cloud SQL, Spanner, Bigtable, Firestore, Datastream, AlloyDB, Memorystore, and Oracle on GCP.
Experience with database migration, high-availability architectures, and automation tools.
Familiarity with scripting (Python, Bash) and integration with ServiceNow/Jira.
Core Competencies
Customer Obsession: empathetic, clear communication; adept at high-touch account management.
Rigorous Quality: documentation fidelity; audit readiness; reproducible support practices.
Ownership & Drive: autonomous resolution of complex escalations; transparent stakeholder updates.
Collaboration: effective engagement with engineering, PM, and field teams.
Continuous Improvement: contribute to runbooks, KBs, lab templates, and automation ideas.
Working Hours
Standard business hours in MYT (GMT+8), subject to support location and on-call rotations or priority escalations as required.
Hybrid/onsite per program policy.
