GCP Tech Support Trainer

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).