About the job

The Google Cloud team helps companies, schools, and government seamlessly make the switch to Google products and supports them along the way. You listen to the customer and swiftly problem-solve technical issues to show how our products can make businesses more productive, collaborative, and innovative. You work closely with a cross-functional team of web developers and systems administrators, not to mention a variety of both regional and international customers. Your relationships with customers are crucial in helping Google grow its Cloud business and helping companies around the world innovate.

In this role, you will be a part of a Global team that provides support to help customers switch to Google Cloud. You will troubleshoot technical issues for customers with debugging, networking, system administration, documentation updating, and coding/scripting. You will make the products easier to adopt and to use by making improvements to the product, tools, processes, and documentation. You will help drive business growth of Google Cloud by recognizing and advocating for the customer issues.

Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.

Responsibilities

• Manage the customers issues through diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Google Cloud Platform products.

• Develop knowledge of Google's product technology and underlying architectures by troubleshooting, reproducing, planning the root cause for customer reported issues, and building tools for diagnosis.

• Act as a consultant and subject matter expert for internal stakeholders in engineering, business, and customer organizations to resolve technical deployment issues and improve Google Cloud.

• Understand customer issues and advocate for their needs with cross-functional teams including Product and Engineering teams to find ways to improve the product, and drive production.

• Work as part of a team of engineers or consultants that ensure customer support globally. Work non-standard hours/shifts as needed.

Minimum qualifications

• Bachelor's degree in Science, Technology, Engineering, or equivalent practical experience.

• 9 years of experience with debugging codes in Java, C, C++, .NET, Python, Shell, Perl, or JavaScript.

• 4 years of experience in networking technologies (e.g., Transmission Control Protocol/Internet Protocol (TCP/IP), Routing, Virtual Private Network (VPN), Virtual Local Area Network (VLAN), Peering, Load-Balancing, Firewall, Dynamic Host Configuration Protocol (DHCP), Internet Control Message Protocol (ICMP), Network Address Translation (NAT), Content Delivery Network (CDN), Domain Name System (DNS)).

Preferred qualifications

• Certifications in Cisco Certified Network Professional (CCNP), Cisco Certified Internetwork Expert (CCIE), Certified Kubernetes Administrator (CKA), Red Hat Certified Engineer (RHCE).

• Experience in using techniques like packet-capture/packet-analysis, load testing, and traffic-path analysis to troubleshoot network-latency, packet-loss and performance issues.

• Experience in implementing, administering, and troubleshooting network infrastructure devices.

• Experience with open source software communities, cloud networking solutions, distributed-computing technology or hybrid/multi-cloud connectivity.

• Knowledge of virtual/container networking, web technologies, HTTP/HTTPS, network administrator level Linux/Unix or other Operating System (OS).

• Ability to work in shifts.