As a Subject-Matter Expert (SME) in Google Cloud Network & Edge products, you will provide Level‑3 technical support for a diverse portfolio of cloud‑native networking, edge, and SDN solutions. 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 tech...