Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s 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 problems through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Google Cloud products.
- Contribute to customer-facing documentation and the processes or policies that scale the mission-critical service organization as Google grows.
- 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.
- Analyze customer issues and advocate for their needs with cross-functional teams including product and engineering to improve the product and drive high-quality production.
- Work as part of a team of Engineers/Consultants that globally ensure 24-hour customer support, which includes sometimes working non-standard hours or shifts.
Minimum qualifications:
- Bachelor's degree in Science, Technology, Engineering, or equivalent practical experience.
- 5 years of experience troubleshooting and advocating for customers' needs, and triaging technical issues (e.g., hardware, software, application, operational, process).
- 5 years of experience with data analysis techniques, including using SQL to query, analyze, and interpret datasets.
- 5 years of experience with two or more of the following: web tech, data/big data, systems admin, machine learning, networking, Kubernetes, SAP.
- 5 years of experience coding or debugging in a general purpose coding language (e.g., Java, C, C++, Python, Go, Shell, Perl, or JavaScript, etc.).
Preferred qualifications:
- Experience implementing, administering, and troubleshooting network infrastructure devices.
- 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 any one of these cloud solutions: SQL database administration, Google app engine, open source software communities, cloud networking solutions, or distributed computing technology.
- Knowledge of system/network administrator, Linux/Unix or Windows systems.
- Knowledge of networking fundamentals (TCP/IP, Routing, VPNs, VLANs, Peering, Load Balancing, etc.).
- Knowledge of basic web technologies (HTTP, HTML, DNS, TCP, etc.).