About the job

The GCP 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, businesses, educational institutions and government agencies see the benefits of our technology come to life.

In this role, you will be 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 High Touch Support Solutions Engineers lead and own our large and important customer issues in addition to proactively help improve customer experiences.

The High Touch Support team’s focus on proactive solutions and customer-centric supportability helps avoid issues, build stronger customer trust, enable customers continuous growth and long-term success on GCP. You will be a part of a global team that provides support to help customers seamlessly make the switch to Google Cloud. You will provide a high-touch, dedicated service to our most critical customers with environments, aiming to anticipate their needs, optimize product performance, and enable customer success across environments. 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.
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

• Work with customers on their production deployments to resolve issues and achieve product readiness, availability, and scale. Triage and manage technical escalations, including platform outages, technical issues, and executive concerns.

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

• Act as consultant and subject matter expert for internal stakeholders in engineering, business, customer organizations to resolve technical deployment obstacles and improve Google Cloud.

• Understand customer issues, advocate for their needs with internal teams, and find ways to improve product and drive production.

• Participate in rotating on-call schedules including during nights, weekends and holidays, to ensure prompt and proper resolution of customer-impacting technical issues, and travel up to 15% in-region for meetings and onsite delivery activities as needed.

Minimum qualifications

• Bachelor's degree or equivalent practical experience.

• 6 years of experience troubleshooting and advocating for customers needs, triaging technical issues, or software development.

• Experience writing, reading, and debugging code in Java, C, C++, Python, or Go, including working with distributed systems, solutions, design patterns, or best practices.

• Experience creating content for technical audiences and web technologies (HTTP, HTML, DNS, TCP, etc.).

• Ability to participate in on-call rotation, including non-standard working hours, nights, weekends and holidays.

• Ability to communicate in English and Mandarin fluently to support client relationship management in this region.

Preferred qualifications

• Experience working with public cloud services and infrastructure (e.g., Google Cloud Platform).

• Experience developing developer tools (e.g., automation, testing, debugging).

• Experience with SQL/NoSQL database, open source software communities, Cloud networking, or distributed computing technology (serverless, storage, and developer tools).

• Experience as a system/network administrator working with Linux/Unix systems, from kernel to shell, file systems, and client-server protocols.

• Experience with web or mobile app development, troubleshooting database issues, schema design, and SQL query profiling.

• Experience in crisis response or escalation management across multiple teams, with ability to influence momentum of incident response for customer issues.