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.

The Mission Critical Services team focuses on rapid incident response, solutions, and customer-centric supportability to helps avoid issues, and improve the resiliency of customer mission-critical environments deployed on Google Cloud Platform (GCP).

In this role, you will be a part of a global team that provides support to customer workloads deployed on Google Cloud. You will provide rapid-response support to customers owning end-to-end incident management to mitigate or resolve their issues, and drive improvements to improve workload reliability for the customers. You will troubleshoot and mitigate technical problems for customers by using debugging, networking, system administration, documentation updates, and coding/scripting.

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

• Resolve customer production deployment issues, ensuring product readiness and availability. Triage and manage technical escalations including platform outages and executive concerns.

• Develop expertise in Google Cloud architecture by troubleshooting, reproducing, and determining the root cause for customer-reported issues, and by building diagnostic tools.

• Act as a subject matter expert for internal stakeholders (e.g., Engineering, Business, Product) to resolve technical deployment obstacles and advocate for customer needs to drive product improvement.

• Work as a part of a global team of developers/consultants providing customer support. Work on non-standard shifts and occasional weekend work.

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

Minimum qualifications

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

• 6 years of experience with troubleshooting for customer needs, triaging technical issues, or software development.

• Experience in creating content for technical audiences (e.g., developer documentation, industry white papers, Computer Science course material, or IT administration playbooks).

• Experience with debugging and coding in Java, C, C++, Python, Go, or JavaScript.

• Experience in working with distributed systems, with common solutions or design patterns.

• Experience with web technologies (e.g., Hypertext Transfer Protocol (HTTP), HTML, Domain Name System (DNS), Transmission Control Protocol (TCP), etc).

Preferred qualifications

• Experience with crisis response and escalation management across multiple teams, including leading incident response for customer issues.

• Experience as a system/network administrator in working with Linux/Unix operating systems, from Kernel to Shell, file systems, and client-server protocols.

• Experience with system virtualization, on-premise, or hybrid cloud computing environments.

• Experience in developing developer tools for operations (e.g., automation, testing, and debugging).

• Experience with public cloud (e.g., Google Cloud Platform) services and debugging workload issues across multi-node environments.

• Ability to communicate in Japanese fluently to communicate with local customers.