As a Subject-Matter Expert (SME) in Google Cloud Network & Edge products, you will provide Level-3 technical support for a diverse portfolio of cloud-native networking, edge, and SDN solutions. 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

• Network Containers & Anthos Platform: Networking issues for GKE (Google Kubernetes Engine), Anthos platform (including Anthos Service Mesh, Cilium, Istio), Google Distributed Cloud Edge (GDC Edge, Kubernetes clusters).
• Edge Networking & Load Balancing: Virtual Private Cloud (VPC), Regional internal application load balancer, External regional proxy network load balancing, Cloud CDN, Internal TCP/UDP proxy load balancing, TCP/SSL proxy load balancing, Traffic Director, Cloud DNS, Cloud Domains, Service Directory, Cloud VPN, Cloud Interconnect, Cloud Router, Cloud Volumes by NetApp (3P), Google Cloud NetApp Volumes (1P), IBM Power Systems for Google Cloud, Immersive Stream for XR, Spectrum Access Systems, Network Connectivity Center, Global external proxy network load balancer.
• SDN & Security: SDN Virtual Private Cloud (VPC) networking, VPC flow logs (network telemetry), Internal TCP/UDP passthrough load balancing, Network load balancing, Cloud NAT, Google Cloud Armor, Certificate Manager, Cloud Intrusion Detection System, Firewall Plus/Cloud IDP, Secure Web Proxy, Network Intelligence Center, Personalized Service Health, Private Service Connect, Direct/Carrier Peering, Private Service Access, External passthrough network load balancer.
• GKE and Anthos: GKE Attached clusters, Config sync, Policy Controller, GKE on AWS, GKE on Azure, Google Distributed Cloud Virtual, - Bare Metal, Google Distributed Cloud Virtual – vSphere, Cloud Deploy, Google Cloud Marketplace, Knative Serving, Cloud Volumes by NetApp, Cloud Deployment Manager, GKE Config Connector, GKE Fleet (Hub)/Connect, Google Kubernetes Engine, Migrate to Containers, Service Catalog, GKE Recommender

Typical Case Patterns

• Troubleshooting network connectivity, latency, and packet loss in GKE and Anthos environments.
• Diagnosing service mesh issues (Anthos Service Mesh, Istio, Cilium) and traffic routing problems.
• Configuring and optimizing load balancers, CDN, and proxy services for performance and reliability.
• Managing VPC networking, flow logs, and telemetry for compliance and monitoring.
• Implementing and troubleshooting VPN, interconnect, and hybrid connectivity solutions.
• Security incident response for network intrusion detection, firewall, and secure proxy services.
• Root cause analysis for SDN, edge, and hybrid networking scenarios.
• 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 networking, edge, and SDN platforms (e.g., GKE, Anthos, VPC, load balancers), with proven incident ownership and RCA delivery.
• Troubleshooting & Analysis: proficiency with network logs, metrics, tracing, packet capture, 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.

Preferred Skills & Product Certifications

• Google Cloud Professional Network Engineer, Professional Cloud Architect/Developer.
• Hands-on with GKE, Anthos, Service Mesh, Cilium, Istio, VPC, load balancers, CDN, VPN, Interconnect, NetApp Volumes, IBM Power Systems, and edge networking solutions.
• Experience with SDN, network security, and hybrid cloud architectures.
• 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.