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 own our important customer issues in addition to helping improve customer experiences. You will be a part of a global team that provides 24x7 support to help customers seamlessly make the switch to Google Cloud. In this role, you will provide dedicated service to the most critical customers with difficult environments, aiming to anticipate their needs, enhance product performance, and enable customer success across difficult environments. The High Touch Support team’s focus on proactive solutions and customer-centric supportability helps avoid issues, build customer trust, and enable customers' continuous growth and success on Google Cloud Platform (GCP). You will troubleshoot technical problems for customers through debugging, networking, system administration, documentation updates, 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 US base salary range for this full-time position is $127,000-$183,000 + 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

• Work with customers on their production deployments to resolve issues and achieve product readiness and availability. Triage and handle 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 engineering, sales, and customer organizations to resolve technical deployment obstacles and improve Google Cloud.

• Understand customer issues and advocate for their needs with internal teams, including Product and Engineering 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.

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

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

• Experience writing, reading, and debugging code in one of the following: Java, C, C++, Python, or Go.

• Experience working with distributed systems and experience in distributed systems solutions, design patterns, or best practices.

• Experience with web technologies (e.g., HTTP, HTML, DNS, TCP).

Preferred qualifications

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

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

• Experience using techniques such as packet capture/packet analysis, artificial packet creation, load testing, and traffic path analysis to troubleshoot network latency, packet loss, and other performance issues at the packet level.

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

• Knowledge of networking fundamentals (e.g., load balancing, cloud storage, peering, TCP\IP, etc.).

• Understanding of Linux/Unix systems at a system/network administrator level.