About the job

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/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.

The US base salary range for this full-time position is $126,000-$181,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

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

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

Minimum qualifications

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

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

• 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.

Preferred qualifications

• 5 years of experience in technical consulting on supporting large enterprise customers with high service-level agreement requirements.

• 5 years of experience with the following, such as web tech, systems administration, developer operations, networking, kubernetes.

• Experience with cloud computing (i.e., certifications, internships, coursework, etc.) and debugging complex workload issues across large-scale, multi-node environments.

• Experience in computer networking (e.g., TCP/IP, routing, load balancing, etc.), with an understanding of basic web technologies (e.g., HTTP, HTML, DNS, TCP, etc.).

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

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