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.

In this role, you will own customer issues and manage customer tests, in addition to providing support to the other support teams. You will be a part of a global team that provides support to help customers make the switch to Google Cloud. You will ensure that we have the necessary tools and processes to resolve the issue. You will troubleshoot technical problems for customers with debugging, networking, system administration, updating documentation, and coding/scripting. You will make the products easier to adopt and to use by making improvements to the product, tools, processes, and documentation. You will help drive the success and business growth of Google Cloud by understanding and advocating for the customer's issues and tests.

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 customer issues through 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, planning the root cause for customer reported issues, and building tools for the diagnosis.

• Act as a consultant and subject matter expert for internal stakeholders in engineering, business, 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 engineering teams to find ways to improve the product and drive quality production.

• Work as part of a team of engineers/consultants that globally ensure customer support. Work non-standard work hours or shifts.

Minimum qualifications

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

• 5 years of experience with two or more of the following: Web Tech, Data/Big Data, SQL, Big Query, Systems Admin, Machine Learning, Networking, Kubernetes, Oracle, SAP.

• 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.

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

Preferred qualifications

• Experience in customer advocacy.

• Knowledge in Web application development/deployment, HTTP/RESTful Application Programming Interface (API) troubleshooting, or database design/troubleshooting.

• Knowledge of Networking fundamentals (e.g., Transmission Control Protocol/Internet Protocol (TCP/IP), Routing, Virtual Private Network (VPNs)).

• Excellent communication and technical presentation skills.

• Excellent investigative and problem-solving skills, with attention to detail.