About the job

In this role, you will be part of a Global team that provides 24x7 support to help customers make the switch to Google Cloud. When customers cannot resolve issues themselves, you will ensure that we have the necessary tools and processes to swiftly resolve the issue with as little customer effort as possible. You will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting.

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

• Manage customers' problems through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Google Workspace.

• Develop an understanding of Google's product technology and underlying architectures by troubleshooting, reproducing, determining the root cause for customer reported issues, and building tools for faster diagnosis, for quicker identification and resolution of future issues.

• 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 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 work hours or shifts.

• Understand customer issues and advocate for their needs with cross-functional teams like Product Management or Software Engineering.

Minimum qualifications

• Bachelor's degree in Computer Science, Information Systems, a related technical field, or equivalent practical experience.

• 5 years of experience in reading or debugging code with one or more of the following: Java, C, C++, Python or JavaScript.

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

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

• Experience in system or network administrator level in Linux/Unix or operating systems.

• Ability to work non-standard hours and differing work rotations or shifts as required.

Preferred qualifications

• 5 years of experience with designing or managing the distributed systems.

• Experience with managing hosted services or Software-as-a-Service (SaaS).

• Experience using packet capture/packet analysis, artificial packet creation, load testing, traffic path analysis to troubleshoot network latency, packet loss, and other issues.

• Experience in using SQL-like queries to analyze the datasets of logs, extracting insights for performance monitoring, troubleshooting, and security investigations.

• Understanding of one or more Internet technologies: web-tech (e.g., HTTP, DNS, TLS), email (e.g., SMTP, anti-spam, anti-phishing), networking (e.g., routing, TCP/IP), IP telephony (e.g., SIP, H323), Identity (e.g., AD, SSO, OAuth, Auth Sub) and HTML5.