About the job

The Google Cloud Support team is dedicated to ensuring our customers get the most out of their Google Cloud investment. As a Technical Solutions Engineer, you will be a trusted advisor to a range of customers, from fast-growing startups to global enterprises. You'll dive deep into complex technical challenges, troubleshoot critical issues across the Google Cloud platform, and provide expert solutions that help customers innovate with confidence. In this role, you will advocate for the customer, collaborating with engineering and product teams to drive continuous improvement in our products and services.

Our Technical Solutions Engineers own important customer issues and manage customer challenges, in addition to providing support (including level two support) to our other support teams. In this role, you will be a part of a global team that provides support to help customers seamlessly make the switch to Google Cloud. When customers cannot resolve issues themselves, your job is to ensure that we have the necessary tools and processes to resolve the issue. 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 to use by making improvements to the product, tools, processes, and documentation. Our Technical Solutions Engineering team is focused on customer needs, and you will help drive the success and business growth of Google Cloud by understanding and advocating for our customers’ issues and challenges.

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 of Google Kubernetes Engine (GKE)/Anthos deployments to resolve issues and achieve product readiness, availability, and scale.

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

• Understand customer issues and advocate for their needs with cross-functional teams to find ways to improve the product, and work with Site Reliability Engineering teams to drive high-quality production.

• Act as a consultant and SME 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 ensures 24 hour customer support. Work non-standard work hours or shifts which may include weekends as needed.

Minimum qualifications

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

• Experience writing/debugging code written in a general purpose coding language (e.g., Java, C, C++, Python, Shell, Go or JavaScript, etc.).

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

• Experience in virtualization and orchestration frameworks.

• System administrator level experience with Linux/Unix or operating systems.

Preferred qualifications

• Experience working in public cloud (e.g., GCP) services and infrastructure.

• Experience debugging complex workload issues across large-scale, multi-node environments.

• Experience with exploratory kernel debugging and performance analysis of containerized systems.

• Experience in technical consulting on supporting large enterprise customers with high service-level agreement requirements.

• Experience with system virtualization, on-premise or hybrid cloud computing.

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