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.

As a Technical Solutions Engineer, you will 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/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/consultants that globally ensure 24 hour customer support. This will include a need to sometimes work non-standard hours/shifts, and may include weekends as needed.

• 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.

• Develop an in-depth understanding of Google Cloud networking technologies, including internal implementation details.

• Improve the supportability of Google Cloud networking technologies by working with product engineering teams. Collaboration includes working with product engineering teams on product launches and to help product teams understand customer issues to improve existing products.

Minimum qualifications

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

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

• Experience with one common scripting or coding language (e.g., Python, shell scripting).

• Experience in operating system kernel, file systems, and TCP/IP network protocols (e.g., DNS, routing, firewalls, and load balancing concepts).

• Systems experience (e.g., Linux, Unix) or a similar operating system (e.g., macOS, Windows).

Preferred qualifications

• Experience with Kubernetes or container networking.

• Experience with software-defined networking (SDN) in public cloud environments or with SDN software.

• Familiarity with the Hypertext Transfer Protocol (HTTP) protocol and APIs based on HTTP.

• Familiarity with network namespaces, how to take packet captures, and how to interpret packet captures.

• Knowledge of network specific kernel parameters (TCP keepalives, TCP windows, etc.).