Summary: The Cloud Support Engineer III role involves providing advanced technical support for Google Cloud infrastructures, ensuring operational success for clients and internal teams. The position requires maintaining customer environments, troubleshooting issues, and collaborating with various teams to enhance service delivery. This role is ideal for individuals with a strong background in cloud technology and a passion for continuous learning. The position is remote and offers an initial contract duration of 6 months.

Key Responsibilities:

• Maintain multiple customer environments.
• Work 40+ hours a week.
• Update and manage case backlog based on internal policies.
• Crisis Management - Identify any high-priority issues and resolve them.
• Provide a customer-first experience by utilizing phones and email to manage cases.
• Work cohesively with the team as well as all divisions of the company.
• Customer-first approach.
• Effectively engage resources inside and outside of your team to further the troubleshooting and resolution of issues which may include other technical engineers, architecture teams, account teams, or project managers.
• Deliver solutions that lead to problem resolution or mitigation with a high level of customer satisfaction.
• Be able to listen to, accept, and follow direction from more senior engineers.
• Flexibility to be customer facing and travel to customer sites.
• Act as technical escalation for NOC, Level I & II Engineers.
• Contribute to technical knowledge base.
• Coach / Mentor NOC, Level I & II Engineers.
• Deliver trainings to NOC, Level I & Level II Engineers.
• Perform Escalation Manager duties.
• Review cases, identify trends, and drive problem resolutions.
• Perform technical review of environments transitioning from implementation team to support team.
• Deep dive technical problems and create full resolutions to issues.
• Understand how technologies work together to see bigger picture of issues.
• Review and manage top tier customer environments to prevent major issues.
• Act as final escalation point for support team.
• Be available for on-call & weekend shifts.
• Perform Customer Onboarding & Critical Account roles and responsibilities.
• Participate in interviewing potential new hires.
• Monitor and manage Google Cloud infrastructures using industry-leading Remote Monitoring and Management (RMM) tools.
• Onboard and offboard clients, ensuring seamless service integration.
• Troubleshoot and resolve issues related to Google Cloud instances, storage, networking, and security.
• Perform proactive environment health checks and remediation.
• Develop and implement automation scripts using Python, Terraform, and PowerShell.
• Provide technical support to clients, ensuring minimal downtime and optimal performance.
• Leverage Google Cloud Operations Suite (formerly Stackdriver) for log analysis, alerting, and troubleshooting.
• Manage Google Cloud IAM for security and access control.
• Collaborate with cloud engineers, DevOps teams, and security specialists to optimize operations.
• Reduce Mean Time to Resolve (MTTR) incidents through automation and process enhancements.
• Maintain up-to-date documentation of troubleshooting procedures and best practices.

Key Skills:

• High School Diploma/GED and 5 years of experience in a related field, or Google Cloud certifications with 2 years of experience.
• Experience with Google Cloud remote monitoring and management tools.
• Familiarity with GKE, Cloud Run, and hybrid cloud solutions.
• Proficiency in automation development using Terraform, Python, or Bash scripting.
• Strong troubleshooting skills in Google Cloud and Linux environments.
• Experience using JIRA, ServiceNow or similar service request ticketing systems.
• Ability to analyze data and recommend performance monitoring KPIs and SLAs.
• Passion for cloud technology, innovation, and continuous learning.
• Additional cloud certifications for multi-cloud exposure (preferred).
• Experience with Google Cloud AI & ML services (preferred).
• Background in DevOps methodologies and CI/CD pipelines (preferred).
• Knowledge of Google Cloud cost optimization strategies (preferred).

Salary (Rate): undetermined

City: undetermined

Country: USA

Working Arrangements: remote

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: IT