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 Engineer owns 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 as part of a team of Engineers/Consultants that globally ensure 24 hour customer support.
- 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.
- 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 in-depth knowledge of Google's product technology and underlying architectures by troubleshooting, reproducing, determining the root cause for customer reported challenges, and building tools for faster diagnosis.
- Work closely with Product and Engineering teams to improve the supportability, products, and interact with Site Reliability Engineering teams to drive high-quality production.
Minimum qualifications:
- Bachelor's degree in Computer Science, Information Systems, a related technical field, or equivalent practical experience.
- 9 years of experience reading/debugging in Java, C, C++, software framework, Python, Shell, Perl, or JavaScript.
- 9 years of experience troubleshooting and advocating for customer needs, and triaging technical issues (e.g., hardware, software, application, operational, process).
- Experience working with SQL/NoSQL databases.
Preferred qualifications:
- Experience with virtualization and containers (Docker, containers), Kubernetes, image repositories, container tooling (docker client, kubectl).
- Experience writing and executing SQL queries against large datasets and log files, to troubleshoot technical issues and analyze usage patterns.
- In-depth network troubleshooting experience, including collecting and reading packet captures.
- Knowledge of core data structures and concepts: HTTP protocol, web frameworks, and common web technologies.
- System/network administrator level knowledge of Linux/Unix or operating systems (from Kernel to Shell and beyond, file systems and client-server protocols).
Note: By applying to this position you will have an opportunity to share your preferred working location from the following:
Sunnyvale, CA, 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.