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.
Our Technical Solutions Engineers step in 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 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 - $218000 (USD) + 15% bonus target + equity + benefits
Learn more about
benefits at Google.
Responsibilities
- Work within a team of engineers/consultants that globally ensure 24-hour customer support. This will include a need to sometimes work non-standard hours/shifts, and may include weekends as needed.
- Manage the customer’s problem through effective diagnosis, resolution, or investigation tools implementation to increase productivity for customer issues on Google Cloud Platform products.
- Act as a consultant and subject matter expert for Engineering, Sales, and customer organizations to resolve technical deployment obstacles and improve Google Cloud.
- 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.
- Work closely with Product and Engineering teams to improve the product, and interact with Site Reliability Engineering teams to drive high-quality production. Understand customer issues and advocate their needs with cross-functional teams.
Minimum qualifications:
- Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
- 9 years of experience troubleshooting and advocating for customer needs, and triaging technical issues (e.g., hardware, software, application, operational, process).
- 9 years of experience with computer networking and web technologies (HTTP, HTML, DNS, etc.).
- Experience managing Linux/Unix or Windows systems at a system administrator level.
- 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 any of the following solutions: system virtualization, on-premise or hybrid cloud computing.
- Experience working with distributed systems.
- Experience with cloud computing (i.e., certifications, internships, coursework, etc.) and debugging complex workload issues across large-scale, multi-node environments.
- Familiarity with common solutions, design patterns, or best practices.
Note: By applying to this position you will have an opportunity to share your preferred working location from the following:
Seattle, WA, USA; Austin, TX, USA.
This role requires you to work in a shift pattern or non-standard work hours as required. This may include weekend work.
In accordance with Washington state law, we are highlighting our comprehensive benefits package, which is available to all eligible US based employees. Benefits for this role include:
- Health, dental, vision, life, disability insurance
- Retirement Benefits: 401(k) with company match
- Paid Time Off: 20 days of vacation per year, accruing at a rate of 6.15 hours per pay period for the first five years of employment
- Sick Time: 40 hours/year (increased to 69 hours/year for Seattle) including 5 discretionary sick days per instance
- Maternity Leave (Short-Term Disability + Baby Bonding): 28-30 weeks
- Baby Bonding Leave: 18 weeks
- Holidays: 13 paid days per year