Support Engineer (Google Cloud)

Job Description

Qodea (formally Appsbroker CTS) is the largest Google Cloud-only digital consultancy in Europe. Our name marks the culmination of a journey which began with the merger of Appsbroker and CTS in 2023. Combining the words ‘code’ and ‘idea’, our name embodies the essence of who we are and what we do; providing tried and trusted digital solutions, whilst helping our clients look to the future and innovate. We’re looking for bright, passionate people to join us at the vanguard, delivering the most ambitious Google Cloud projects across AI, security, martech, data, and Workspace.

With offices across Europe, you’ll be joining a dynamic team of talented but down-to-earth experts, with a presence across the UK, the Netherlands, Romania, and Belgium. 

By joining forces, both companies bring over 15 years of Google Cloud experience under one roof, with over 420+ Google certifications, a list of brilliant enterprise customers, incredibly talented people, and multiple industry awards - meaning we can be trusted to deliver.

Role Overview:

The GCP Support Engineer will work within the MSP team and help to support Appsbroker CTS MSP customers across all of our Google Cloud Platform solutions (Platform, Data, ML etc.). Reporting into the Service Management Lead, you will collaborate closely with MSP and Delivery departments (Platform Support Team, Service Delivery, Technical Account Management etc.) and help to identify improvement opportunities within our MSP offerings. 

The role will also include working with various teams across AB CTS and helping to ensure a consistent MSP experience for our customers across all of our services. This role is an exciting opportunity to help define and build the future of managed services at AB CTS.

Requirements

• Responsible for managing tickets in line with contractual SLAs and metrics.  
• Responsible for maintaining the knowledge materials for the scope of the team, regarding delivery on MSP customers. 
• Manage support requests and incidents from MSP customers, including triage and escalation to Qodea Leads or to Google Support through to resolution, being responsible for E2E ticket lifecycle management.
• Maintenance and support of customer GCP systems and services including troubleshooting issues and working with delivery engineers to resolve them.
• Follow the Incident Management process throughout the ticket lifecycle. 
• Work closely with the delivery teams, Google, and customer engineering  teams to:
• Understand and use repeatable and consistent technology stacks across our customer projects.
• Help document and implement managed service processes that are aligned with a project's technology stack, and customer requirements.
• Help to identify areas for service improvement (tools, processes, internal KPIs) across the teams, to provide a consistent and integrated MSP experience for our customers.
• Feedback triggered changes and improvements to the delivery process that have a direct impact on the delivery of MSP.
• Deployment of standard system changes to support the customer roadmap under MSP.
• Continuously and proactively identify the need for monitoring areas and customer’s administrative services in scope as per contract.
• Activities include bespoke software application troubleshooting, or interrogating logs and traces for the customer’s in-scope services. 
• Follow best practices for rolling out security patches & operating system releases in coordination with other involved teams, following the escalation process when necessary.

Key Skills:

• Experience and knowledge regarding MSP framework, potential services, and benefits for customers. (especially Cloud Environment)
• Experience with Linux operating systems,  in Virtual Machine environments: VMware / VSphere, KVM, Xen
• Public Cloud engineering experience: GCP, AWS or Azure
• CI/CD (basic overview)
• Experience/ exposure with Terraform, Terragrunt, Containers, Docker, and/or Kubernetes
• Understanding and previous exposure to  project delivery within MSP contracts
• A minimum of 2 years of experience in a Support & Operations environment in a 2nd line role preferably in an ITIL environment, preferably part of an MSP services provider. 
• Required Incident  Management experience. 
• Confidence to work autonomously as well as align with the team’s direction
• Ability to handle multiple projects and shifting priorities
• Previous exposure to environmental change control processes and configuration/release management.
• Ability & experience in direct communication with customers (either technical or business teams)
• Excellent English, written and verbal

Desirable Skills:

• Google Cloud Certified: Google Professional Collaboration Engineer/ Cloud Architect, or any other Google certification
• ITIL framework enhanced  knowledge
• Able to troubleshoot platform issues using system logs and metrics
• You have a BS in Computer Science or a related engineering field, or equivalent practical experience
• You are willing to work in a continuously changing environment
• You are willing to learn: Google Cloud Platform, Kubernetes, BigQuery, CloudSQL, Compute Engine, Ansible, and Docker.
• You are curious about database configuration and management (with NoSQL databases)
• Networking SSL/Encryption/Security protocols are part of your interests
• Availability for 24/7 shift rotation, including weekends
• Exposure/ experience with Ansible, Puppet, Chef, Packer 
• Coding / Programming experience, ideally with Python

Benefits

• Health Care package
• NN Assurance package (life and health)
• 28 days PTO as standard, plus a flexible annual leave policy and your birthday off
• 10 learning days per year
• Length of service awards
• Work from anywhere for up to 90 days per year
• Sabbatical leave for employees over 5 years service
• Flexible working culture
• Meal tickets
• Transportation costs
• Bookster Platform
• Company events - opportunities to meet colleagues you don’t see every day
• Regular opportunities for industry recognised training and certifications
• Opportunities to develop within a fast growing-tech business with ambitious growth and impact goals

Diversity and Inclusion Statement

At Qodea, we look after each other in an environment where everyone can work together to achieve great things. We’re proud of our people-first culture that welcomes individuals from all backgrounds. Our commitment to diversity and inclusion creates a dynamic community, unlocks innovation and great ideas, and unites us around a common purpose - and we look for talented people to join us who share these values.