Role Summary

You will serve as a subject‑matter expert (SME) providing Level‑3 technical support across Google Cloud Security and Detection/Response products. Focus areas include identity and access, data protection, platform security posture, and SecOps (SIEM/SOAR, threat intelligence, and incident response). The role centers 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.

Key Responsibilities

• Response, diagnosis, resolution and tracking by phone, email and chat of customer support queries.
• Maintain response and resolution speed as defined by SLOs.
• Keep high customer satisfaction scores and follow quality standards in 90% of cases.
• Assist and respond to consults from other technical support representatives through existing systems and tools.