About the job

As a Mission Critical Services Solutions Engineer, you will own our customer issues and help improve customer experiences. You will be a part of a global team that provides 24x7 support to critical customer workloads deployed on Google Cloud. In this role, you will provide support for the customers, owning incident management to mitigate or resolve their most critical issues, and drive continuous improvements to improve workload reliability for the customers. You will troubleshoot and mitigate technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting. You will contribute to product adoption and reliability by making improvements to the product, tools, processes and documentation.

This role requires you to work in a shift pattern or non-standard work hours as required. This will include weekend work.

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.

Responsibilities

• Resolve customer production deployment issues, ensuring product readiness, and availability. Triage and manage critical technical escalations, including platform outages and executive concerns.

• Develop expertise in Google Cloud architecture by troubleshooting, reproducing, and determining the root cause of customer-reported issues, and building diagnostic tools.

• Serve as a subject-matter-expert for internal stakeholders (Engineering, Sales, Product) to resolve technical deployment obstacles and advocate for customer needs to drive product improvement.

• Understand customer issues, 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 of developers/consultants that globally ensure 24-hour customer support, which will require working non-standard hours/shifts, including weekends.

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.

• 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, Go, or JavaScript.

• Experience solving issues related to web technologies (e.g., HTTP, HTML, DNS, TCP, etc.).

• Experience working with distributed systems.

Preferred qualifications

• Experience in crisis response and escalation management across multiple teams.

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

• Experience with cloud-based serverless, storage, and networking technologies, such as App Engine or distributed computing.

• Experience as a System/Network Administrator supporting Linux/Unix systems, encompassing the OS Kernel to Shell, file systems, and client-server protocols.

• Experience in web or mobile app development, with knowledge of SQL administration, schema design, and query profiling, and of core data structures and concepts.

• Ability to communicate in Japanese fluently to communicate with local customers.