About the job

The High Touch Support team focuses on solutions and customer-centric supportability and helps to avoid issues, build customer trust, and enable customer's growth and success on Google Cloud Platform (GCP).

In this role, you will be a part of a global team that provides support to help customers make the switch to Google Cloud. You will provide a dedicated service to the customers, aiming to anticipate their needs, optimize product performance, and enable customer success. You will troubleshoot technical problems for customers with 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 and availability.

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

• Serve as a consultant and subject-matter-expert (SME) for internal stakeholders in engineering, sales, and 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.

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

Minimum qualifications

• Bachelor's degree 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 Java, C, C++, Python, or Go, including working with distributed systems, solutions, design patterns, or best practices.

• Experience creating content for technical audiences, and 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.

Preferred qualifications

• Experience using techniques such as packet capture/packet analysis, artificial packet creation, load testing, and traffic path analysis to troubleshoot network latency, packet loss, and other performance issues at the packet level.

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

• Experience working with any public cloud service and infrastructure.

• Experience in crisis response or escalation management across multiple teams, with the ability to influence momentum of incident response for critical customer issues.

• Knowledge of networking fundamentals (e.g., load balancing, cloud storage, peering, TCP/IP, etc.).

• Knowledge of Linux or Unix systems at a system/network administrator level.