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 High Touch Support Solutions Engineers own our large and important customer issues in addition to proactively help improve customer experiences. 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 provide a high-touch, dedicated service to our most critical customers with complex environments, aiming to anticipate their needs, optimize product performance, and enable customer success across complex environments.

The High Touch Support team’s focus is on proactive solutions and customer-centric supportability to help avoid issues, build customer trust, enable customers' continuous growth and long-term success on GCP. You will troubleshoot technical problems for customers through debugging, networking, system administration, updating documentation, and coding/scripting. You will make our 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, availability, and scale. Triage and handle technical escalations, including platform outages, technical issues, and executive concerns.

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

• Act as consultant and subject matter expert for internal stakeholders in engineering, sales, 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.

• Work as part of a team that globally ensures 24-hour customer support. This will include a need to sometimes work non-standard work hours/shifts, and may include weekend work.

Minimum qualifications

• Bachelor's degree in Science, Technology, Engineering, 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 one of the following: Java, C, C++, Python, or Go.

• Experience with web technologies (e.g., HTTP, HTML, DNS, TCP).

• Experience creating content for technical audiences (e.g., developer documentation, industry white papers, computer science course material, or IT administration playbooks).

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

Preferred qualifications

• Experience working with any public cloud services and infrastructure (e.g., Google Cloud Platform).

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

• 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.).

• System/network administrator level knowledge of Linux or Unix systems.