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 be part of a Global team that provides 24x7 support to help customers seamlessly make the switch to Google Cloud. When customers cannot resolve issues themselves, you will ensure that we have the necessary tools and processes to swiftly resolve the issue with as little customer effort as possible. You will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting.

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 customers problems through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Google Workspace.

• Develop an understanding of Google's product technology and underlying architectures by troubleshooting, reproducing, determining the root cause for customer reported issues, and building tools for faster diagnosis, quicker identification and resolution of future issues.

• 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.

• Work as part of a team of Engineers/Consultants that globally ensure 24 hour customer support.

• Understand customer issues and advocate for their needs proactively with cross-functional teams like Product Management or Software Engineering.

Minimum qualifications

• Bachelor's degree in Computer Science, Information Systems, a related technical field, or equivalent practical experience.

• 5 years of experience in reading or debugging code with one or more of the following: Java, C, C++, Python or JavaScript.

• 5 years of experience troubleshooting and advocating for customers needs, and triaging technical issues (e.g., hardware, software, application, operational, process).

• Experience with web technologies (HTTP, HTML, DNS, etc.).

• Experience in system/network administrator level in Linux/Unix or operating systems.

• Ability to work differing work rotations/shifts and non-standard work hours as required.

Preferred qualifications

• 5 years of experience with designing or managing large distributed systems.

• Experience with managing hosted services/SaaS.

• Experience using packet capture/packet analysis, artificial packet creation, load testing, traffic path analysis to troubleshoot network latency, packet loss, and other issues.

• Understanding of one or more Internet technologies: web-tech (e.g., HTTP, DNS, TLS), email (e.g., SMTP, anti-spam, anti-phishing), networking (e.g., routing, TCP/IP), IP telephony (e.g., SIP, H323), Identity (e.g., AD, SSO, OAuth, Auth Sub) and HTML5.

• Proficiency in using SQL-like queries to analyze large datasets of logs, extracting insights for performance monitoring, troubleshooting, and security investigations.