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

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

Act as consultant and SME for internal stakeholders in engineering, business, customer organizations to resolve technical deployment obstacles and improve Google Cloud.

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

Participate in rotating on-call schedules including during nights, weekends and holidays, to ensure prompt and proper resolution of customer-impacting technical issues, and travel up to 15% in-region for meetings and onsite delivery activities as needed.

Bachelor's degree or equivalent practical experience.

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

Experience writing, reading, and debugging code in Java, C, C++, Python, or Go, including working with distributed systems, solutions or design patterns.

Experience creating content for technical audiences and experience with web technologies (e.g., HTTP, HTML, DNS, TCP, etc.).

Ability to participate in on-call rotation, including non-standard working hours, nights, weekends and holidays.

Ability to communicate in English and Mandarin to support client relationship management in this region.