Job Summary
We are seeking a highly skilled and experienced Senior Engineer/Engineer to join our L2 support team specializing in Google Distributed Cloud (GDC) within a secure, air-gapped environment. This role is crucial for providing advanced technical support and problem resolution for complex issues related to GDC, escalating from L1 support. The ideal candidate will possess deep technical expertise, exceptional analytical and problem-solving skills, and a thorough understanding of GDC architecture and components, along with the unique challenges of supporting an isolated environment.
Responsibilities
Advanced Technical Support & Troubleshooting:
- Provide second-level technical support to internal users for complex GDC-related issues, including compute, storage, networking, platform services, and application integration.
- Investigate and diagnose complex technical problems escalated from L1 support, utilizing advanced troubleshooting techniques, log analysis, and performance monitoring tools within the constraints of the air-gapped environment.
- Identify root causes of complex issues and develop effective solutions, working closely with engineering and development teams as needed, adhering to strict escalation procedures and secure communication protocols.
- Develop and maintain deep expertise in troubleshooting common and uncommon GDC issues, configurations, and integrations.
GDC Platform Mastery:
- Maintain expert-level knowledge of GDC architecture, components, and services, including compute engine, persistent disk, virtual private cloud (VPC), load balancing, identity and access management (IAM), Kubernetes Engine, and other relevant services.
- Stay up-to-date with the latest GDC features, updates, and best practices, adapting to the constraints of information access.
- Develop and maintain expertise in advanced GDC configurations, integrations, and performance optimization techniques.
Incident Management & Collaboration:
- Lead the investigation and resolution of critical incidents, coordinating with L1 support, engineering, and development teams within the air-gapped environment or through secure communication channels.
- Participate in incident management processes, ensuring timely communication, accurate logging, and effective problem resolution.
- Collaborate effectively with other technical teams to resolve complex issues and implement long-term solutions.
Documentation & Knowledge Sharing:
- Contribute to the development and maintenance of comprehensive documentation, including advanced troubleshooting guides, knowledge base articles, and best practices.
- Mentor and train L1 support engineers, sharing knowledge and expertise to enhance the overall team capabilities.
Performance Analysis & Optimization:
- Analyze GDC system performance and identify areas for optimization.
- Develop and implement performance tuning strategies to ensure optimal performance and resource utilization.
- Collaborate with engineering teams to address performance bottlenecks and improve system efficiency.
Security Awareness & Compliance:
- Adhere to all security policies, procedures, and relevant regulations.
- Report any suspected security incidents or vulnerabilities to the appropriate teams.
- Maintain a strong awareness of security best practices and their application.
Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- 5+ years of experience in IT support or system administration, with a strong focus on cloud computing platforms.
- Proven experience supporting Google Cloud Platform (GCP) or other cloud environments is required.
- Experience with Google Distributed Cloud (GDC) is highly desirable and experience supporting air-gapped or isolated environments is a significant advantage.
- Google Cloud certifications (e.g., Google Cloud Certified Professional Cloud Architect, Google Cloud Certified Professional Cloud Engineer) are highly desirable.
- Experience with scripting languages (e.g., Python, Bash) and automation tools is a strong plus.
- Experience with Infrastructure as Code (IaC) tools like Terraform or Deployment Manager.
- Deep understanding of Linux operating systems and command-line interface.
- Expert-level troubleshooting and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
