About the job

The Google Cloud Platform team helps customers transform and build what's next for their business — all with technology built in the cloud. Our products are developed for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. Our teams are dedicated to helping our customers — developers, small and large businesses, educational institutions and government agencies — see the benefits of our technology come to life. As part of an entrepreneurial team in this rapidly growing business, you will play a key role in understanding the needs of our customers and help shape the future of businesses of all sizes use technology to connect with customers, employees and partners.

Our High Touch Support Solutions Developers own our large and important customer issues and improve customer experiences. The team’s focus on solutions and customer-centric supportability helps avoid issues, build customer trust, enable customers' continuous growth and long term success on Google Cloud Platform (GCP).

As a Top Customer Solutions Developer, you will be a part of a global team that provides support to help customers make the switch to Google Cloud. In this role, you will provide a high-touch, dedicated service to our most critical customers with complex environments, aiming to anticipate their needs, enhance product performance, and enable customer success across complex environments. You will troubleshoot technical problems for customers through debugging, networking, system administration, updating documentation, and coding/scripting. You will make our products easier to adopt and use by making improvements to the product, tools, processes and documentation.

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.

The Canada base salary range for this full-time position is CAD 170,000-174,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Please note that the compensation details listed in Canada role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

Responsibilities

• Work with customers on their production deployments to resolve issues and achieve product readiness and availability. Triage and manage technical escalations, including platform outages, technical issues, and executive concerns.

• Develop an understanding of Google Cloud's product technology and architectures by troubleshooting, reproducing, and determining the root cause for customer-reported issues, building tools, and diagnosis.

• Act as consultant and subject-matter-expert for internal stakeholders in developer, sales, customer organizations to resolve technical deployment obstacles and improve Google Cloud.

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

• Work as part of a team that globally ensures 24-hour customer support. This will include a need to sometimes work non-standard work hours/shifts, and may include weekend work.

Minimum qualifications

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

• 6 years of experience troubleshooting and advocating for customers needs, triaging technical issues, or software development.

Preferred qualifications

• Experience developing developer tools (e.g., automation, testing, debugging).

• Experience working with any public cloud services and infrastructure (e.g., Google Cloud Platform).

• Experience in data analytics, warehousing, Extract, Transform, Load (ETL) development, data science or other big data applications.

• Experience with open source distributed storage and processing utilities in the Apache Hadoop family or workflow orchestration products.

• Experience administering and querying data in distributed, columnar or analytic oriented databases or distributed data processing frameworks.

• Experience in crisis response or escalation management across multiple teams, with the ability to influence momentum of incident response for critical customer issues.