GCP Tech Support Trainer

Senior Software Engineer

GCP Tech Support Trainer: As a GCP QC Support Team Trainer, you will design, implement, and lead training programs for our Cloud Support Engineering team. Your focus is two-fold: maintaining deep technical proficiency in GCP services and ensuring that all support interactions meet our Quality Control benchmarks (accuracy, empathy, and efficiency). You will bridge the gap between technical know-how and high-standard service delivery.

Key Responsibilities

• Curriculum Development: Create and update training modules covering GCP core services (Compute Engine, BigQuery, GKE, IAM) and QC protocols (SOPs, case documentation, and communication standards).
• Onboarding & Continuous Learning: Lead onboarding for new hires and conduct delta training sessions for existing staff when Google releases new features or platform updates.
• Quality Auditing & Coaching: Collaborate with the QC Analysts to identify skill gaps from support ticket audits. Provide 1-on-1 coaching to engineers who fall below quality benchmarks.
• Simulated Training: Design hands-on lab environments (using Qwiklabs or sandbox projects) to test engineers on troubleshooting complex GCP scenarios under QC-monitored conditions.
• Performance Metrics: Track and report on training effectiveness using KPIs such as CSAT (Customer Satisfaction), DSAT (Dissatisfaction), and FCR (First Contact Resolution).

Required Skills & Qualifications

• GCP Expertise: Strong hands-on experience with GCP Console, CLI, and core services.
• Certifications: Google Cloud Professional Cloud Architect or Professional Support Engineer is highly preferred.
• QC Knowledge: Familiarity with Quality Control frameworks, ticket auditing processes, and SLA management.
• Instructional Design: Experience building technical training content, including slide decks, lab manuals, and assessments.
• Communication: Ability to translate complex cloud architecture into simple, digestible instructions for support staff.

Preferred Qualifications

• 3+ years in a Technical Support or Cloud Engineering role.
• 1+ years in a dedicated Training or Mentorship position.
• Experience with CRM tools (like Salesforce or Zendesk) and Learning Management Systems (LMS).