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.

In this role, you will be a part of a Global team that provides 24/7 support to help customers seamlessly make the switch to Google Cloud. You will provide a high-touch, dedicated service to the most critical customers with environments, aiming to anticipate their needs, optimize product performance, and enable customer success across complex environments. You will focus on proactive solutions and deep customer-centric supportability helping to avoid issues, build stronger customer trust, enable customers continuous growth and long-term success on Google Cloud Platform (GCP). You will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, 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 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

• Work with customers and other support personnel to resolve customer issues. Collaborate and troubleshoot, reproduce, and find root causes for customer issues.

• Develop an in-depth understanding of Google Cloud networking technologies, including internal implementation details.

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

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

• Improve the support of Google Cloud networking technologies by working with product engineering teams. Collaborate with product engineering teams on product launches and to help product teams understand customer issues to improve existing products.

Minimum qualifications

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

• 6 years of experience writing/debugging code written in a general purpose coding language (e.g., Java, C, C++, Python, Shell, Go or JavaScript, etc.) and in virtualization and orchestration frameworks.

• Experience with systems, and with Linux, Unix, or a similar operating system.

Preferred qualifications

• Experience with software-defined networking with public Cloud or SDN software.

• Experience with Kubernetes or container networking.

• Experience with the HTTP protocol and APIs based on HTTP, Network specific kernel parameters (TCP keepalives, etc.).

• Ability to maintain customer focus on a logical troubleshooting process during customer outages.

• Ability to consistently demonstrate a well-developed systematic, logical troubleshooting methodology for each customer issue.

• Ability to quickly assess customer issues to determine impact, scope, and to create next steps for troubleshooting.