Virtusa – Software Engineer

Job Description

Virtusa is hiring for the position of Software Engineer – GCP Tech Support Agent in Bangalore, offering an exciting opportunity for technology professionals looking to build a career in cloud computing, technical support, and infrastructure operations. This role is ideal for candidates with foundational knowledge of Google Cloud Platform (GCP), Google Workspace, and cloud-based IT environments. As a Cloud Support Agent, you will serve as the first point of contact for users facing technical challenges related to cloud infrastructure, collaboration tools, and enterprise systems. The role combines cloud support expertise, troubleshooting skills, customer service excellence, and modern AI-assisted operations to ensure users remain productive while maintaining secure and efficient technology environments.

The Software Engineer role focuses on delivering front-line cloud support and operational assistance across Google Cloud Platform and Google Workspace environments. Professionals in this position will manage support tickets, perform issue triage, troubleshoot infrastructure problems, and assist users with cloud services such as Compute Engine, Cloud Storage, Cloud SQL, identity management, and access controls. Working with monitoring dashboards, cloud operations tools, and AI-powered assistants, candidates will diagnose issues, analyze logs, monitor system health, and execute predefined runbooks to resolve incidents efficiently. This role provides hands-on exposure to cloud infrastructure management, cloud operations, incident handling, and enterprise technical support within a dynamic and technology-driven environment.

Beyond technical responsibilities, Virtusa offers an excellent opportunity for career growth in cloud engineering, DevOps support, site reliability operations, and enterprise technology services. Candidates will develop practical expertise in cloud monitoring, infrastructure troubleshooting, service management, and AI-enhanced support workflows. Exposure to real-world cloud environments and global customer interactions helps professionals strengthen communication, analytical thinking, and technical problem-solving capabilities. For individuals interested in cloud support engineering, Google Cloud technologies, IT operations, and modern digital infrastructure, this role serves as a strong foundation for long-term professional advancement.

Roles & Responsibilities

1. Serve as the first point of contact for users experiencing technical issues related to Google Cloud Platform and Google Workspace services.
2. Monitor incoming support requests through platforms such as Jira and ServiceNow, classify incidents based on severity, and prioritize resolutions accordingly.
3. Assist users with Google Cloud Platform tasks including virtual machine management, cloud storage access permissions, database connectivity verification, and identity management.
4. Handle Google Workspace administration activities such as password resets, account recovery, two-step verification support, and shared drive access management.
5. Follow established troubleshooting guides and operational runbooks to resolve common technical issues quickly and efficiently.
6. Monitor cloud infrastructure health using Google Cloud Operations Suite and identify potential performance concerns related to CPU utilization, storage capacity, and service availability.
7. Analyze logs and system-generated alerts using cloud logging tools and AI-powered technologies to diagnose incidents and determine appropriate corrective actions.
8. Collaborate with cloud engineers, infrastructure teams, and technical specialists to escalate and resolve complex issues when required.
9. Maintain accurate records of incidents, troubleshooting activities, resolutions, and customer interactions within service management platforms.
10. Support operational excellence by identifying recurring issues, contributing to knowledge base documentation, and recommending process improvements.
11. Utilize AI-powered tools and generative AI technologies to interpret error messages, analyze technical logs, and improve troubleshooting efficiency.
12. Deliver exceptional customer support while maintaining a customer-first approach and ensuring high levels of user satisfaction.

Requirements & Eligibility

1. Candidates should possess a Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related technical discipline.
2. Applicants must have 0–2 years of experience in IT support, cloud operations, technical support, help desk services, or infrastructure management roles.
3. Basic understanding of Google Cloud Platform (GCP) services including Compute Engine, Identity and Access Management (IAM), and Virtual Private Cloud (VPC) networking is required.
4. Familiarity with Google Workspace administration and user account management concepts is highly beneficial.
5. Candidates should hold a Google Cloud Digital Leader certification, while the Google Associate Cloud Engineer certification will be considered an added advantage.
6. Strong knowledge of cloud support concepts, infrastructure troubleshooting, incident management, and service desk operations is preferred.
7. Ability to use Generative AI tools such as Gemini and AI-powered assistants for analyzing logs, troubleshooting errors, and improving productivity is essential.
8. Excellent verbal and written communication skills are required to interact effectively with users, stakeholders, and technical teams.
9. Strong analytical thinking and problem-solving abilities are necessary for diagnosing technical issues and implementing effective resolutions.
10. A customer-focused mindset, adaptability, and willingness to continuously learn emerging cloud technologies are important qualities for success in this role.

Expected Salary

The expected salary for a Software Engineer – GCP Tech Support Agent at Virtusa in Bangalore generally ranges between ₹4.5 LPA and ₹8.5 LPA, depending on technical expertise, cloud certifications, educational qualifications, and interview performance. Candidates possessing Google Cloud certifications, strong troubleshooting skills, and cloud infrastructure knowledge may receive compensation toward the higher end of the range. In addition to salary, employees gain valuable experience in cloud operations, enterprise support, AI-assisted troubleshooting, and Google Cloud technologies, creating strong long-term career opportunities.

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