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.

The Google Cloud Support team is dedicated to ensuring customers get the most out of their Google Cloud investment.

In this role, you will be a trusted advisor to customers, from fast-growing startups to global enterprises. You will conduct in-depth research into technical challenges, troubleshoot critical issues across the Google Cloud platform, and provide expert solutions that help customers innovate with confidence. You will represent the customer, collaborate with engineering and product teams to drive continuous improvement in products and services.
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 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, and determining the root cause for customer reported issues, and build tools for faster diagnosis.

• 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.

• 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.

Minimum qualifications

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

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

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

• Experience reading/debugging code written in a general purpose coding language (e.g., Java, C, C++, Python, Shell, Go, JavaScript, etc.) and in virtualization/orchestration frameworks.

Preferred qualifications

• Experience in administering and querying data in distributed, columns or analytic oriented databases or distributed data processing frameworks.

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

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

• Knowledge of networking fundamentals (TCP/IP, Routing, VPNs, VLANs, Peering, Load Balancing, etc.), system/network administrator level, and of Linux/Unix or operating systems.

• Understanding of SQL/ NoSQL database administration, Google App Engine, open source software communities, Cloud networking solutions, or distributed computing technology.