職種概要
We are seeking a customer-focused Technical Support Representative (TSR) specializing in Google Cloud Platform (GCP) Networking, Software-Defined Networking (SDN), and Edge services. In this role, you will be the front-line technical advocate for enterprise customers troubleshooting complex cloud network architectures. You will diagnose connectivity failures, review VPC configurations, investigate routing and firewall issues, and guide users through hybrid cloud and edge deployments to ensure optimal network performance and security.
必要条件
• Networking Fundamentals: Solid foundation in TCP/IP networking, OSI model, routing protocols (BGP/OSPF), DNS, subnets, NAT, and packet analysis
• GCP Networking Core: Familiarity with GCP networking components: VPCs, Shared VPC, Cloud Load Balancing, Firewall Rules, Cloud Router, and Cloud VPN.
• Troubleshooting Tools: Experience using diagnostic tools such as ping, traceroute, tcpdump, nslookup, and interpreting Cloud Logging / VPC Flow Logs.
• Customer Communication: Excellent written and verbal communication skills, with the ability to explain complex networking concepts clearly to external clients.
• Experience Level: 1–3 years of experience in technical support, Network Operations Center (NOC), or cloud IT infrastructure roles.
職務内容
• Inbound Ticket & Incident Triage: Manage, prioritize, and resolve incoming technical support requests regarding GCP networking services via ticketing systems (e.g., Jira, ServiceNow) within strict SLAs.
• Network & Connectivity Troubleshooting: Help customers diagnose routine to moderately complex network issues across Virtual Private Clouds (VPCs), Subnets, Firewall rules, Routes, and IP address management.
• Hybrid Cloud & Edge Support: Assist users in configuring and troubleshooting hybrid connectivity options including Cloud VPN, Dedicated/Partner Interconnect, Cross-Cloud Interconnect, and Cloud Router (BGP routing).
• Load Balancing & Edge Services: Investigate traffic distribution and performance issues related to HTTP(S) Load Balancers, Network Load Balancers, Cloud CDN, and Cloud Armor security policies.
• Log & Packet Analysis: Guide customers through basic packet captures, flow logs (VPC Flow Logs, Firewall Rules Logging), and Cloud Monitoring metrics to identify traffic drops, latency spikes, or misconfigurations.
• Escalation & Knowledge Management: Package clear diagnostic evidence, network traces, and reproduction steps, routing complex architectural bugs to Tier 3 / Network Engineering SMEs. Document resolutions in the knowledge base.
私たちが提供するもの
Exciting Projects: We focus on industries like High-Tech, communication, media, healthcare, retail and telecom. Our customer list is full of fantastic global brands and leaders who love what we build for them.
Collaborative Environment: You Can expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment — or even abroad in one of our global centers or client facilities!
Work-Life Balance: GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules, opportunities to work from home, and paid time off and holidays.
Professional Development: Our dedicated Learning & Development team regularly organizes Communication skills training(GL Vantage, Toast Master),Stress Management program, professional certifications, and technical and soft skill trainings.
Excellent Benefits: We provide our employees with competitive salaries, family medical insurance, Group Term Life Insurance, Group Personal Accident Insurance , NPS(National Pension Scheme ), Periodic health awareness program, extended maternity leave, annual performance bonuses, and referral bonuses.
Fun Perks: We want you to love where you work, which is why we host sports events, cultural activities, offer food on subsidies rates, Corporate parties. Our vibrant offices also include dedicated GL Zones, rooftop decks and GL Club where you can drink coffee or tea with your colleagues over a game of table and offer discounts for popular stores and restaurants!
GlobalLogicについて
GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.
