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.

As a Technical Solutions Engineer, you will own our large and important customer issues in addition to providing level two support to our other support teams.

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 $150,000-$218,000 + 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 includes 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 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.

• Develop an understanding of Google Cloud networking technologies, including internal implementation details.

• Improve the supportability of Google Cloud networking technologies by working with product engineering teams, collaboration includes working with product engineering teams on product launches and help product teams understand customer issues to improve existing products.

Minimum qualifications

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

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

• Experience reading or debugging code with one of the following: Java, C, C++, .NET, Python, Shell, Perl, or JavaScript.

• Experience with systems (e.g., Linux, Unix) or a similar operating system.

• Experience in operating system kernel, file systems, and TCP/IP network protocols (e.g., DNS, routing, firewalls, and load balancing concepts).

• Ability to communicate in English fluently to interact with regional customers and stakeholders.

Preferred qualifications

• 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 with one or more of the following cloud solutions: SQL database administration, Google App Engine, open source software communities, Cloud networking solutions, or distributed computing technology.

• Knowledge of network specific kernel parameters.

• Familiarity with the HTTP protocol and APIs based on HTTP.