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.

As a Technical Solutions Consultant, you will own our largest and most important customer issues in addition to providing level two support to our other support teams. You will be a part of a global team that provides 24/7 support to help customers seamlessly make the switch to Google Cloud. When customers cannot resolve issues themselves, your job is to ensure that we have the necessary tools and processes to swiftly resolve the issue with as little customer effort as possible.

In this role, you will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, and updating documentation. You will make our products easier to adopt and use by driving 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.

For Canada applicants:

The Canada base salary range for this full-time position is CAD 118,000-121,000 + 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.

For United States applicants:

The US base salary range for this full-time position is $122,000-$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. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

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

Responsibilities

• Manage escalations through effective diagnosis, troubleshooting and resolution on VMware workloads on Google Cloud Platform products.

• Collect and analyze technical troubleshooting evidence like packet traces (tcpdump), heap dumps and thread dumps, operating system statistics for network, memory, processing, io systems to diagnose and resolve VMware deployments on Google Cloud Platform.

• Act as subject matter expert for internal stakeholders in developing, business, and customer experience and also with external partner and customer organizations to resolve technical deployment obstacles and improve VMware on Google Cloud Platform and other products.

• Interact with our SRE teams to drive high-quality production and respond to outages to minimize impact on customers.

• Understand customer issues and advocate for their needs with cross-functional teams. Contribute to supportability developing with multiple products and developing teams to improve product quality and reduce contact rate.

Minimum qualifications

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

• 5 years of experience supporting customers in enterprise cloud solutions including technical support, escalation management, consulting, issue resolution and advocate for customers.

• Experience with VMware technologies (such as, v Sphere (ESXi, v Center), vSAN, NSX-T, HCX, etc.).

• Experience in compute infrastructure (e.g., servers, databases, firewalls, load balancers) and supporting, developing, or maintaining cloud solutions in virtualized environments.

Preferred qualifications

• VMware Certified Professional or similar higher certifications (e.g., VCAP, VCIX, VCDX).

• Experience with any of the following IaaS solutions: virtual machines and networks, on-premise or hybrid cloud computing, cloud identity and security models, cloud monitoring and logging or local and cloud storage.

• Experience running VMware solutions environment.

• Knowledge of VMware production components.

• Familiarity with VMware service operations like upgrading, implementing, migrating or supporting VMware environments using SRE or similar production best practices.

• Excellent troubleshooting, attention to detail, customer empathy and communication skills (verbal/written) in a changing setting.