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 Technical Solutions Developers 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.
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 Canada base salary range for this full-time position is CAD 100,000-103,000 + 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.

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

L'échelle salariale de base pour ce poste à temps plein est de 100,000-103,000 CAD + prime + actions + avantages sociaux. Nos échelles salariales sont déterminées par le rôle, le niveau et le lieu. Au sein de cette fourchette, la rémunération individuelle est déterminée par des facteurs supplémentaires, notamment les compétences liées à l'emploi, l'expérience et l'éducation ou la formation pertinente.

Veuillez noter que les détails de la rémunération indiqués dans les offres de poste au Canada reflètent uniquement le salaire de base et n'incluent pas les primes, les actions ou les avantages sociaux. En savoir plus sur les avantages chez Google.

Responsibilities

• Manage customer issues through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Google Cloud Platform products.

• Understand Google's product technology and 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 development, sales, and customer organizations to resolve technical deployment obstacles and improve Google Cloud.

• Understand customer issues and advocate for their needs with cross-functional teams, including product and development teams to find ways to improve the product and drive quality production.

• Work as part of a team of developers/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.

• 2 years of experience reading or debugging code (i.e., Java, C/C++, Python, JavaScript, Go) and working with SQL/NoSQL databases.

• 2 years of experience in technical support, professional services, software development, or product operations management.

• 2 years of experience with web tech, data/big data, systems admin, machine learning, networking, Kubernetes, Oracle, or SAP.

• Experience in networking (e.g., TCP/IP, routing, VPNs).

• Experience with Linux/Unix or other operating systems (e.g., Kernel to Shell, file systems, client-server protocols).

Preferred qualifications

• Experience with Git.

• Experience in customer advocacy.

• Experience in using BI tools like Looker, Tableau, or Power BI to create dashboards, design ETL pipelines and understand performance of such BI tools.

• Familiarity with support methodologies and case lifecycle management.

• Knowledge of compute concepts, including virtualization, containerization, operating systems, or system administration.

• Knowledge of web application development/deployment, HTTP/RESTful API troubleshooting, or database design/troubleshooting.