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Infrastructure Support Engineer, Sovereign Operations

Infrastructure Support Engineer, Sovereign Operations

1 Month ago • 2 Years + • DevOps • Operations

About the job

5 skills required for this role

Test your skills to join the top 1% applicants for this job

kubernetes

linux

incident-response

scalability

networking

Job Description

This Infrastructure Support Engineer role within Google's Sovereign Operations focuses on operating and securing private cloud services for customers with high security needs. Responsibilities include providing first-line technical support, troubleshooting incidents, collaborating with internal teams, and escalating complex issues. You will work with Google Cloud products, improving technology and contributing to playbooks. The role demands strong Linux, networking, scripting, and automation skills, along with DV-level security clearance. You'll be responsible for maintaining high customer service standards and participating in a 24/7 on-call rotation. The position requires collaborative work with other Google teams in the UK and globally.

Must have:

Bachelor's degree or equivalent experience
2+ years in customer support, IT ops, or systems administration
Linux OS, networking, scripting, and application troubleshooting expertise
DV-level security clearance
Troubleshooting and resolving customer issues
Collaborating with internal Google teams

Good to have:

Experience with Kubernetes and public cloud (GCP)
Scripting for automation
Understanding of LAN/WAN

Minimum qualifications:

Bachelor's degree or equivalent practical experience.
2 years of experience in Technical Customer Support, IT Operations, or Systems Administration.
Experience with supporting Linux operating systems, networking, scripting and automation, and application troubleshooting.
Developed Vetting (DV) level Security Clearance.

Preferred qualifications:

Experience in working with operating systems, kubernetes, and public cloud technologies (e.g. GCP).
Experience with creating scripts to automate common tasks.
Understanding of local and wide area network (LAN/WAN).

About the job

In this role, you will operate and secure private cloud services. You will aim to provide the flexibility, reliability, and scalability of public cloud for customers with high security requirements that can only be met in a private cloud environment. You will deliver and operate these private cloud deployments for the customers, helping scale, secure and maintain the deployment whilst working with Google Cloud product teams to improve our technology.

You will be the first point of contact for customers encountering technical issues with their private cloud workloads. You will be responsible for troubleshooting and resolving a wide range of incidents, acting as a bridge between the customer and internal Google teams.

You will provide timely and effective technical support for customers' issues, diagnosing incidents. Use your technical knowledge and troubleshooting techniques to fix the issues.

You will be required to work collaboratively with other Google teams to escalate and resolve complex issues. If necessary you will update Google's playbooks, not just to help Google's United Kingdom (UK) team but to help similar teams around the world. You will help drive the success of Google Cloud by understanding and advocating customers issues. This will include a need to sometimes work non-standard work hours and participate in an on-call rotation.

Responsibilities

Monitor and support queues, troubleshoot and resolve customer issues as appropriate.
Collaborate with other Google teams in the United Kingdom (UK) Sovereign Operations, as well as wider Google Cloud Engineering teams, to resolve complex issues.
Respond and take action from platform alerts as necessary, and suggest and run continuous improvement initiatives.
Support the development and evolution of Service Desk processes.
Participate in a 24/7 on-call rotation for incident response escalation within response Service Level Agreements (SLA), and ensure that the highest standards of customer service is maintained across all work.

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Google

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