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.

The high touch support solutions engineers step in and own the large and important customer issues in addition to proactively 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 a high-touch, dedicated service to the most critical customers with complex environments, aiming to anticipate their needs, optimize product performance, and enable customer success across complex environments.

The high touch support team’s focus on proactive solutions and customer-centric supportability helps avoid issues, build customer trust, enable customers' continuous growth and long term success on Google Cloud Platform (GCP). You will troubleshoot technical problems for customers through debugging, networking, system administration, updating documentation, and coding/scripting. You will make the 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.

Responsibilities

• 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 architectures by troubleshooting, reproducing, and determining the root cause for customer-reported issues, build tools, and diagnosis.

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

• 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 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.

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 software development.

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

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

• Ability to participate in on-call rotation, which may occur outside of standard working hours, including nights, weekends and holidays.

Preferred qualifications

• Experience administering and querying data in distributed, columnar or analytic oriented databases or distributed data processing frameworks.

• Experience with open source distributed storage and processing utilities in the apache hadoop family or workflow orchestration products.

• Experience in data analytics, warehousing, ETL development, data science or other big data applications.