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.

Our Technical Solutions Engineers own our large and important customer issues in addition to providing level two support to our other support teams. 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 troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding and scripting. You will make our products easier to adopt and use by making improvements to the product, tools, processes, and documentation. Our Technical Solutions team is driven by customers, and you will help drive the success of Google Cloud by understanding and advocating for our customers’ issues.

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

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

• 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 with customers on their production serverless deployments and CICD deployments to resolve issues and achieve product readiness, availability, and scale.

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

Minimum qualifications

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

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

• 2 years of experience in reading/debugging code written in a general purpose coding language (e.g., Java, C, C++, Python, Shell, Go or JavaScript, etc.) and in virtualization and orchestration frameworks.

Preferred qualifications

• 2 years of experience in technical consulting or supporting large enterprise customers with high Service-Level Agreement (SLA) requirements.
• 2 years of experience with web technologies, system or software architecture, Application Programming Interface (API) design and scalability, DevOps, and networking.
• Experience with cloud computing through certifications, internships, or coursework, and debugging workload issues across multi-node environments.
• Experience in computer networking, routing, load balancing, and with the Kubernetes framework.
• Experience working with public cloud services and infrastructure.
• Experience troubleshooting client-server architecture, including performing latency and packet capture analysis from serverless workloads to various egress components such as databases and storage.