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.

Google Cloud accelerates organizations’ ability to digitally transform their business with the best infrastructure, platform, industry solutions and expertise. Delivering enterprise-grade solutions leveraging Google’s technology all on the cleanest cloud in the industry. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner enabling growth and solving their most critical business issues.The Google Cloud Support team is dedicated to ensuring our customers get the most out of their Google Cloud investment.

In this role, you will be a trusted advisor to a various range of customers, from fast-growing startups to global enterprises. You will dive deep into technical issues, troubleshoot critical issues across Google Cloud platform (GCP), and provide expert solutions that help customers innovate with confidence. You will represent the customer, collaborating with engineering and product teams to drive continuous improvement in our products.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 the customer’s problems through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Google Cloud Platform products.

• Develop knowledge 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.

• Act as a consultant and subject matter expert for internal stakeholders in engineering, sales, and customer organizations to resolve technical deployment issues 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 production.

• Work as part of a team of engineers or consultants that globally ensure 24 hour customer support. This will include a need to sometimes work non-standard work hours or shifts.

Minimum qualifications

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

• 5 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.

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

• Experience with RDBMS systems/writing SQL queries.

• Experience triaging SaaS products, related technologies (Pantheon, Kibana, Datadog, Grafana), and REST APIs (Chrome devtools, Postman, c Url, Swagger).

• Experience system administrator with Linux/Unix or Windows systems.

Preferred qualifications

• Certification in Security such as Security+, CEH, CISM, CISSP.

• Experience with cloud computing (e.g., certifications, internships, coursework, etc.).

• Experience working with distributed systems, and familiarity with common solutions, design patterns, or best practices.

• Experience with any of the following solutions: system virtualization, on-premise or hybrid cloud computing.

• Experience administering and troubleshooting networks, including network monitoring tools.