Cloud Platform Support Engineer

Basic Qualifications

- 7+ years of experience in IT support or cloud support roles.
- 3+ years of hands-on experience with GCP services, including GKE/Kubernetes.
- Leadership or technical lead role.
- GCP services (Compute Engine, Cloud Storage, Cloud Networking, etc.).
- GKE/Kubernetes, including cluster management, deployments, and scaling.
- Containerization and orchestration tools (Docker, Helm, Istio).
- Monitoring and logging tools (Stackdriver, Prometheus, Grafana).
- Scripting languages (Python, Bash, etc.) and automation tools (Terraform, Ansible).

Education:
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).

Certifications (Preferred):
- Google Cloud Professional Cloud Architect.
- Google Cloud Professional DevOps Engineer.
- Certified Kubernetes Administrator (CKA).

Technical Support:
- Provide L2 support for GCP environments, focusing on GKE/Kubernetes.
- Troubleshoot and resolve complex issues related to GCP services and Kubernetes clusters.
- Collaborate with L1 support and other teams to ensure timely resolution of issues.

Technical Leadership:
- Lead and mentor a team of support engineers, fostering a collaborative and high-performance culture.
- Provide technical guidance and support to team members, ensuring best practices are followed.
- Conduct regular team meetings and technical reviews to ensure alignment with organizational goals.

Incident and Problem Management:
- Manage and resolve incidents and problems in a timely manner.
- Conduct root cause analysis and implement corrective actions to prevent recurrence.
- Document incident resolutions and contribute to the knowledge base.

Change and Release Management:
- Review and approve Change Requests in ServiceNow.
- Participate in change management processes to ensure minimal disruption to services.
- Coordinate with relevant teams to deploy changes and updates.

Monitoring and Performance Tuning:
- Monitor GCP and Kubernetes environments to ensure optimal performance and availability.
- Identify performance bottlenecks and implement tuning measures.
- Utilize monitoring tools to proactively detect and resolve issues

Automation and Scripting:
- Develop and maintain scripts and automation tools to streamline support processes.
- Automate repetitive tasks to improve efficiency and reduce human error.

Collaboration and Communication:
- Work closely with cross-functional teams, including development, operations, and security.
- Participate in JIRA scrum meetings for prioritization and planning.
- Communicate effectively with stakeholders, providing updates on support activities and project progress.