About the role
Globalogic is hiring for the role of Technical Support Engineer!
Responsibilities of the Candidate:
- Inbound Ticket & Incident Triage: Manage, prioritize, and resolve incoming technical support requests regarding GCP networking services via ticketing systems (e.g., Jira, ServiceNow) within strict SLAs.
- Network & Connectivity Troubleshooting: Help customers diagnose routine to moderately complex network issues across Virtual Private Clouds (VPCs), Subnets, Firewall rules, Routes, and IP address management.
- Hybrid Cloud & Edge Support: Assist users in configuring and troubleshooting hybrid connectivity options including Cloud VPN, Dedicated/Partner Interconnect, Cross-Cloud Interconnect, and Cloud Router (BGP routing).
- Load Balancing & Edge Services: Investigate traffic distribution and performance issues related to HTTP(S) Load Balancers, Network Load Balancers, Cloud CDN, and Cloud Armor security policies.
- Log & Packet Analysis: Guide customers through basic packet captures, flow logs (VPC Flow Logs, Firewall Rules Logging), and Cloud Monitoring metrics to identify traffic drops, latency spikes, or misconfigurations.
- Escalation & Knowledge Management: Package clear diagnostic evidence, network traces, and reproduction steps, routing complex architectural bugs to Tier 3 / Network Engineering SMEs. Document resolutions in the knowledge base.
Requirements
- Networking Fundamentals: Solid foundation in TCP/IP networking, OSI model, routing protocols (BGP/OSPF), DNS, subnets, NAT, and packet analysis
- GCP Networking Core: Familiarity with GCP networking components: VPCs, Shared VPC, Cloud Load Balancing, Firewall Rules, Cloud Router, and Cloud VPN.
- Troubleshooting Tools: Experience using diagnostic tools such as ping, traceroute, tcpdump, nslookup, and interpreting Cloud Logging / VPC Flow Logs.
- Customer Communication: Excellent written and verbal communication skills, with the ability to explain complex networking concepts clearly to external clients.
- Experience Level: 1–3 years of experience in technical support, Network Operations Center (NOC), or cloud IT infrastructure roles