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 customer issues, manage customer challenges, and provide support (including level two support) to our other support teams. You will provide support to help customers make the switch to Google Cloud. You will ensure that we have the necessary tools and processes to resolve the issue for customers. You will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting. You will make our products easier to adopt, by making improvements to the product, tools, processes, and documentation. You will be focused on customer needs, and help drive the business growth of Google Cloud by understanding and advocating for our customers issues and challenges.

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

• Manage customer issues through diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Google Cloud Platform products.

• Understand Google's product technology and architectures by troubleshooting, reproducing, determining the root cause for customer reported issues, and building tools.

• Act as a 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 cross-functional teams, including product and engineering teams to find ways to improve the product and drive quality production.

• Work as part of a team of engineers/consultants that globally ensure 24-hour customer support.

Minimum qualifications

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

• 5 years of experience with two or more of the following: Web Tech, Data/Big Data, Systems Admin, Machine Learning, Networking, Kubernetes, Oracle, SAP.

• Experience in reading or debugging code written in a general purpose coding language (e.g., Java, C, C++, Python, Shell, Go or JavaScript, etc.).

• Experience with Linux/Unix or other operating systems (Kernel to Shell, file systems, client-server protocols).

Preferred qualifications

• Experience in using Business Intelligence (BI) tools such as Looker, Tableau, Power BI to create dashboards, design ETL pipelines and understand performance of such BI tools.

• Experience in customer advocacy, with the knowledge of support methodologies and case life-cycle management.

• Experience with Git, with the knowledge of compute concepts, including virtualization, containerization, operating systems, and system administration.

• Knowledge of web application development/deployment, HTTP/RESTful API troubleshooting, or database design/troubleshooting.

• Understanding of networking fundamentals (TCP/IP, Routing, VPNs).

• Excellent attention to detail, communication, technical presentation, and problem-solving skills, with the ability to work in a team environment.