Application Support Engineer

As an Application Support Engineer for the Google Cloud Systems Production Support Systems Team, you'll provide firont-line technical software support to customers, partners, and internal users and teams who use a variety ofi proprietary tools and applications, along with Salesforce CRM.

You'll triage support tickets firom different queues, and work with customers to gather infiormation 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 identifiying and diagnosing issues, a good grasp ofi web technologies, strong customer service instincts, and strong communication skills.

• You would be responsible fior: 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 fior external customers, Salesfiorce 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 collaborate with several team members and subject matter experts, collaborate with peripheral teams such as: order management, deployment, sales, and partner programs to pinpoint the root cause ofi complex software issues or recommend fieature requests.



• Work with internal customers, including the Google Cloud sales and marketing, and support teams, who use Salesfiorce CRM. Assist with fielding questions and resolving access or technical issues involving the sales process in Salesfiorce, provision users with access.


• Work with external customers and partners, who use Google applications and tools fior enterprise customers. Assist with access or technical issues, provision customers & partners with access to these applications and tools.

Requirements:

• BA/BS degree prefierred, leaning towards a technical or analytical program such as engineering or math.


• 2-3 years ofi prior experience ofi providing technical customer support fior Cloud applications and web technologies.


• Familiarity with Salesfiorce is a must; SQL is prefierred.



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  Good to have knowledge CPQ/CLM


• Strong analytical skills with detail-orientation and an innate ability to drive issues towards resolution.


• The ability to dig deep to identifiy recurring or unknown issues; and provide root-cause analysis.


• Strong customer support skills, and the intuitive ability to handle people well.


• Must have excellent verbal and written communication, including strong documentation skills


• Must be a team player with a passion to learn and adapt to a rapidly changing environment

We need salesforce CRM which is imp. Troubleshooting on salesforce. Advance sql is mandatory.