Our Technical Solutions Engineers lead and own our large and important customer issues in addition to providing level two support to our other support teams. You will be a part of a global team that provides 24x7 support to help customers seamlessly make the switch to Google Cloud.
In this role, 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. Our Technical Solutions team is driven by customers and you will help drive the success of Google Cloud by understanding and advocating for our customers’ issues.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.
Individual pay is determined by factors including job-related skills, experience, and relevant education or training.US: $150000 - $217000 (USD) + 15% bonus target + equity + benefits
Learn more about benefits at Google.
Responsibilities
- Manage the customer’s problem through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Google Cloud Platform products.
- 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.
- 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 closely with multiple Product and Engineering teams to find ways to improve the product, and interact with our Site Reliability Engineering (SRE) teams to drive high-quality production. Understand customer issues and advocate for their needs with cross-functional teams.
- Be available for non-standard work hours or shifts which may include weekends as needed.
Minimum qualifications:
- Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
- 9 years of experience troubleshooting and advocating for customer needs, or triaging technical issues (e.g., hardware, software, application, operational, process).
- Experience with computer networking and web technologies (HTTP, HTML, DNS, etc.).
- Experience in system administration for Linux/Unix or operating systems.
- Experience with one or more core programming or scripting languages (e.g., C, C++, C#, Java, Python, JavaScript, PowerShell, Bash/Shell, Perl, Visual Basic).
Preferred qualifications:
- Experience with Cloud accelerators troubleshooting (GPU, TPU, etc.).
- Experience with cloud computing (i.e., certifications, internships, coursework, etc.).
- Experience working with distributed systems, and familiarity with common solutions, design patterns, or best practices.
- Experience with any of the following solutions: system virtualization, on-premise or hybrid cloud computing.