GCP Tech Support Trainer-(CREQ254780)
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).
IN-KA-Bangalore
Full Time
Individual Contributor
Experienced
No
11/05/2026, 9:33:00 AM
Virtusa is a global product and platform engineering services company that makes experiences better with technology. We help organizations grow faster, more profitably, and more sustainably by reimagining enterprises through domain-driven solutions. We combine strategy, design, and engineering, backed by unmatched expertise at the intersection of industry, business, and technology to generate real-world business impact for clients.
Headquartered in Massachusetts with global delivery centers, Virtusa provides a broad range of services, solutions, and assets, including strategy and design, AI advisory and services, digital engineering, data and analytics, digital assurance, cloud and security, cx transformation and managed services across industries such as financial services, healthcare, communications, media, entertainment, travel, manufacturing, and technology.
