As a Subject-Matter Expert (SME) in Google Cloud DevOps and Observability products, you will provide advanced technical support and product expertise for Cloud Logging, Cloud Error Reporting, Cloud Monitoring, Cloud Profiler, and Cloud Trace. Your focus will be on enabling high-quality incident response, root-cause diagnosis, and reliability engineering for cloud-native workloads. You will collaborate closely with Google engineers, product teams, and high-tier customers to drive continuous improvement, best practices, and operational excellence in observability and reliability.

Key Responsibilities

• Respond, diagnose, resolve, and track customer support queries via phone, email, and chat, specifically for observability and monitoring products.
• Maintain response and resolution speed as defined by SLOs for incidents related to logging, error reporting, monitoring, tracing, and profiling.
• 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 (logs, metrics, traces, profiles) 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.
• 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.
• Document best practices, runbooks, and knowledge base articles for internal and external use.

Product Specialization (Additional Tasks)

• Cloud Logging: Architect and optimize log collection, routing, retention, and analysis; define log-based metrics and dashboards for operational visibility.
• Cloud Error Reporting: Configure error grouping, alerting, and remediation workflows; drive continuous improvement in error detection and resolution.
• Cloud Monitoring: Design and implement SLO/SLI frameworks, custom checks, and alerting policies; build actionable dashboards for business and technical stakeholders.
• Cloud Trace: Instrument distributed tracing, analyze latency and dependency bottlenecks, and provide recommendations for performance optimization.
• Cloud Profiler: Operate runtime profiling across supported languages to identify and remediate CPU/memory regressions; contribute to cost and performance optimization initiatives.
• Automation & CI/CD: Codify observability resources in Terraform or Config Controller; integrate with Cloud Build pipelines and GitOps workflows.
• Security & Compliance: Govern audit logs, IAM policies, log retention/classification, and support compliance evidence for audits.
• Stakeholder Enablement: Advise squads on best practices, publish reference architectures, and run enablement sessions.

Typical Case Patterns

• Troubleshooting logging, monitoring, and error reporting issues in Google Cloud environments.
• Diagnosing distributed tracing and profiling problems for latency and performance.
• Configuring and optimizing dashboards, alerting, and SLO/SLI frameworks.
• Managing log routing, retention, and compliance for operational and audit requirements.
• Security incident response for observability assets and audit logs.
• 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 observability, monitoring, and reliability platforms (e.g., Cloud Logging, Monitoring, Trace, Profiler, Error Reporting), with proven incident ownership and RCA delivery.
• Troubleshooting & Analysis: Proficiency with logs, metrics, traces, profiles, 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 of experience in Google Cloud platform or any cloud platforms such as Azure and AWS

Preferred Skills & Product Certifications

• Google Cloud Professional DevOps Engineer, Professional Cloud Architect/Developer.
• Hands-on with Cloud Logging, Monitoring, Error Reporting, Trace, Profiler, Terraform, and CI/CD pipelines.
• Experience with distributed tracing, SLO/SLI frameworks, and runtime profiling.
• 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.