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.