GCP Support Engineer

About You

You are someone who wants to influence your own development. You’re looking for a company where you have the opportunity to pursue your interests and be able to grow professionally. 

You bring to Applaudo the following competencies:

• Strong knowledge and hands-on experience with Google Cloud Platform (GCP) services.
• Proven experience handling Level 2 (L2) support operations in production environments.
• Solid understanding of cloud monitoring, logging, and alerting tools.
• Willingness to work rotating shifts and extended schedules to ensure system uptime.
• Exposure to cloud architecture design and implementation on GCP.
• Ability to navigate GCP services such as Compute Engine, Cloud Functions, Pub/Sub, and Monitoring tools.
• Proficient in Python, with experience using FastAPI.
• Intermediate skills in reading, writing, and debugging Python-based services.
• Understanding of Retrieval-Augmented Generation (RAG) and Large Language Models (LLMs) is a plus.
• Comfortable with intermediate prompting techniques and analyzing conversational data.
• Experience with intent management, agent configuration (export/import), and optimizing conversation flows.
• Familiarity with communication platforms such as WhatsApp integration, voice routing, or webhook diagnostics.
• Experience with DevOps tools and working in CI/CD pipelines in a cloud-native environment.
• English is required, as you will collaborate with international teams and clients.

You will be accountable for the following responsibilities:

• Monitor applications and infrastructure hosted on Google Cloud Platform (GCP) to ensure reliability and performance.
• Triage incoming support tickets and alerts, classifying them into Level 2 or Level 3 incidents.
• Analyze logs, system metrics, and conversation history to diagnose performance issues and system failures.
• Escalate critical or unresolved incidents to L3 engineers and collaborate with external vendors when necessary.
• Work closely with cross-functional teams including backend developers, AI/ML specialists, and cloud architects.
• Maintain clear documentation for incidents, resolutions, runbooks, and troubleshooting practices.
• Contribute to the evolution of knowledge bases, playbooks, and SOPs to improve team efficiency.
• Adhere to and support ITIL-based processes for incident, problem, and change management.

All your information will be kept confidential according to EEO guidelines.

Here at Applaudo Studios values as trust, communication, respect, excellence and team work are our keys to success. We know we are working with the best and thus treat each other with respect and admiration without asking.

Submit your application today, and don't miss this opportunity to join the Best Digital team in the Region!

We truly appreciate all the hard and outstanding work our team makes every day at Applaudo Studios, and that's why the perks that we offer, are deeply thought and designed as a way to thank them for their commitment and excellence.

Some of our perks and benefits:

• Work from home
• Flexible schedule
• Celebrations
• Special discounts
• Entertainment area
• Flexible work spaces
• Great work environment
• Private medical insurance

*Benefits may vary according to your location and/or availability. Request further information when applying.