Application Support

Applications Support Engineer - Tier 2 As an Application Support Engineer for the Google Cloud Systems Production Support Systems Team, you l provide front-line technical software support to customers, partners, and internal users and teams who use a variety of proprietary tools and applications, along with Salesforce CRM. You l triage support tickets from different queues, and work with customers to gather information and have the ability to triage and troubleshoot the issue that they're experiencing. This includes driving an issue towards resolution, engaging with internal teams, and escalating cases when needed. The candidate should have experience with identifying and diagnosing issues, a good grasp of web technologies, strong customer service instincts, and strong communication skils. You would be responsible for: Triage, troubleshoot, and resolve customer issues in multiple queues with competing priorities. This includes issues with various internal proprietary tools, Google Cloud tools and applications for external customers, Salesforce CRMs, browser issues, and other technical problems encountered by enterprise Google Cloud customers. Interacting with users, customers, and team members via written communication, primarily through a customer support ticket. Research problems and solutions, and colaborate with several team members and subject matter experts, colaborate with peripheral teams such as: order management, deployment, sales, and partner programs to pinpoint the root cause of complex software issues or recommend feature requests. Work with internal customers, including the Google Cloud sales and marketing, and support teams, who use Salesforce CRM. Assist with fielding questions and resolving access or technical issues involving the sales process in Salesforce, provision users with access. Work with external customers and partners, who use Google applications and tools for enterprise customers. Assist with access or technical issues, provision customers & partners with access to these applications and tools. Requirements: BA/BS degree preferred, leaning towards a technical or analytical program such as engineering or math. 2-3 years of prior experience of providing technical customer support for Cloud applications and web technologies. Familiarity with Salesforce is a must; SQL is preferred. Good to have knowledge CPQ/CLM Strong analytical skils with detail-orientation and an innate ability to drive issues towards resolution. The ability to dig deep to identify recurring or unknown issues; and provide root-cause analysis. Strong customer support skils, and the intuitive ability to handle people wel. Must have excelent verbal and written communication, including strong documentation ski ls Must be a team player with a passion to learn and adapt to a rapidly changing environment