About the job

The Google Cloud team helps companies, schools, and government seamlessly make the switch to Google products and supports them along the way. You listen to the customer and swiftly problem-solve technical issues to show how our products can make businesses more productive, collaborative, and innovative. You work closely with a cross-functional team of web developers and systems administrators, not to mention a variety of both regional and international customers. Your relationships with customers are crucial in helping Google grow its Cloud business and helping companies around the world innovate.

As a Technical Solutions Engineer, you will own important customer issues and manage customer challenges, in addition to providing support (including level two support) to other support teams.

In this role, you will be a part of a global team that provides support to help customers make the switch to Google Cloud. When customers cannot resolve issues themselves, you will ensure that we have the necessary tools and processes to resolve the issue. 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 and to use by making improvements to the product, tools, processes, and documentation. Our Technical Solutions Engineering team is focused on customer needs, and you will help drive the success and 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 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

• 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 for faster diagnosis.

• 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. This will include a need to work non-standard work hours or shifts.

Minimum qualifications

• 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, design patterns, or best practices.

• Experience creating content for technical audiences with web technologies (HTTP, HTML, DNS, TCP, etc.).

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

Preferred qualifications

• Experience with one or more of the following solutions: System virtualization, on-premise or hybrid cloud computing.

• Experience with cloud computing and debugging complex workload issues across large-scale, multi-node environments.

• Experience as a system/network administrator working with Linux/Unix systems, from kernel to shell, file systems, and client-server protocols.