Virtusa Hiring Cloud Support Engineer - Bangalore | GCP

Role Overview

As a Cloud Support Agent, you will act as the primary contact for users facing technical issues within Google Cloud Platform (GCP) and Google Workspace. The role focuses on delivering quick and effective troubleshooting while maintaining a supportive user experience. Monitoring tools and AI assistants are used to identify, classify, and resolve infrastructure and collaboration issues so users remain productive and systems stay secure.

Key Responsibilities

Front-Line Troubleshooting

• Issue Triage: Monitor incoming support tickets through Jira or ServiceNow, categorize them by severity, and identify the root technical problem.
• Platform Support: Help users perform routine GCP tasks such as restarting virtual machines, managing Cloud Storage permissions, and checking Cloud SQL connectivity.
• Workspace Management: Manage daily Google Workspace activities including password resets, two-step verification recovery, and Shared Drive access requests.
• Runbook Execution: Follow standardized step-by-step runbooks to address known issues without escalation.
• Health Checks: Monitor Google Cloud Operations Suite (formerly Stackdriver) to track alerts related to CPU usage, disk capacity, or service interruptions.
• Log Analysis: Review Cloud Logging outputs and use AI tools to interpret logs or error messages when diagnosing issues.

Requirements

• Experience: 0 to 2 years of experience in IT support, help desk environments, or cloud operations.
• Education: Bachelor's degree in Computer Science, Information Technology, or relevant technical certifications.
• GCP Knowledge: Basic familiarity with Compute Engine, Identity and Access Management (IAM), and VPC networking.
• Certifications: Google Cloud Digital Leader is required, Associate Cloud Engineer certification is preferred.
• AI Literacy: Ability to use generative AI tools such as Gemini to interpret code snippets or system error logs.
• Communication: Strong English communication skills with a customer-focused approach.

Virtusa is an equal opportunity employer and considers applicants without regard to race, religion, gender, age, disability, veteran status, sexual orientation, or other legally protected characteristics.