GCP Tech Support Agent :
GCP Tech Support Agent
As a Cloud Support Agent, you are the first point of contact for users experiencing technical hurdles within Google Cloud Platform and Google Workspace. Your goal is to provide rapid, empathetic, and effective troubleshooting. You will use monitoring dashboards and AI assistants to identify, categorize, and resolve common infrastructure and collaboration issues, ensuring our users stay productive and our systems remain secure.Key Responsibilities Front-Line Troubleshooting
- Issue Triage Monitor incoming tickets via Jira/ServiceNow, categorizing them by severity and identifying the core technical problem.
- Platform Support Assist users with common GCP tasks like VM restarts, Cloud Storage permissions, and Cloud SQL connectivity checks.
- Workspace Management Handle daily GWS tasks such as password resets, 2-step verification (2SV) recovery, and Shared Drive access issues.
- Runbook Execution Follow standardized "Step-by-Step" guides to resolve known errors without needing to escalate
- Health Checks Monitor Google Cloud Operations Suite (formerly Stackdriver) for red-line alerts on CPU usage, disk space, or service outages.
- Log Analysis Use Cloud Logging and AI-summa
| Category | Requirement |
|---|---|
| Experience | 0–2 years in IT Support, Help Desk, or Cloud Operations. |
| Education | Bachelor’s in CS/IT or equivalent technical certifications. |
| GCP Knowledge | Basic understanding of Compute Engine, IAM, and VPC Networking. |
| Certifications | Google Cloud Digital Leader (Required) or Associate Cloud Engineer (Preferred). |
| AI Literacy | Ability to use GenAI (like Gemini) to interpret code snippets or error logs. |
| Soft Skills | Strong English communication and a "customer-first" mindset. |
GCP Tech Support and Billing Agent:
The GCP Billing QC Support Agent is responsible for resolving high-complexity billing inquiries for Google Cloud customers while maintaining a primary focus on quality assurance. You will troubleshoot issues related to invoicing, payment methods, SKU pricing, and cost management tools (like Billing Export to BigQuery). Additionally, you will perform self-audits and peer reviews to ensure that every support interaction is accurate, compliant with financial regulations, and aligned with GCP quality benchmarks.
Key Responsibilities
Complex Issue Resolution: Investigate and resolve intricate billing disputes, including credit requests, usage anomalies, and tax-related inquiries.
Quality Auditing: Regularly review resolved billing tickets (own and peer) against a QC rubric to ensure technical accuracy and adherence to "The Google Way" of communication.
FinOps Advisory: Assist customers in understanding their cloud spend using Billing Reports, Cost Table, and Quotas. Explain the impact of committed use discounts (CUDs) and sustained use discounts (SUDs).
Identity & Access Management (IAM): Troubleshoot billing-related access issues, ensuring customers have the correct roles (e.g., Billing Account Administrator vs. Billing Account Viewer) for secure account management.
Process Improvement: Identify recurring billing "friction points" and collaborate with the QC Trainer to develop documentation or training modules to prevent future errors.
Compliance & Risk: Ensure all financial adjustments and account modifications strictly follow Google’s internal compliance and anti-fraud policies.
Internal Description
GCP Tech Support and Billing Agent:
The GCP Billing QC Support Agent is responsible for resolving high-complexity billing inquiries for Google Cloud customers while maintaining a primary focus on quality assurance. You will troubleshoot issues related to invoicing, payment methods, SKU pricing, and cost management tools (like Billing Export to BigQuery). Additionally, you will perform self-audits and peer reviews to ensure that every support interaction is accurate, compliant with financial regulations, and aligned with GCP quality benchmarks.
Key Responsibilities
Complex Issue Resolution: Investigate and resolve intricate billing disputes, including credit requests, usage anomalies, and tax-related inquiries.
Quality Auditing: Regularly review resolved billing tickets (own and peer) against a QC rubric to ensure technical accuracy and adherence to "The Google Way" of communication.
FinOps Advisory: Assist customers in understanding their cloud spend using Billing Reports, Cost Table, and Quotas. Explain the impact of committed use discounts (CUDs) and sustained use discounts (SUDs).
Identity & Access Management (IAM): Troubleshoot billing-related access issues, ensuring customers have the correct roles (e.g., Billing Account Administrator vs. Billing Account Viewer) for secure account management.
Process Improvement: Identify recurring billing "friction points" and collaborate with the QC Trainer to develop documentation or training modules to prevent future errors.
Compliance & Risk: Ensure all financial adjustments and account modifications strictly follow Google’s internal compliance and anti-fraud policies.