MINIMUM QUALIFICATIONS:
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Bachelor’s degree in Science, Technology, Engineering, Mathematics, or
equivalent practical experience.
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5 years of experience troubleshooting and advocating for customer needs, and
triaging technical issues (e.g., hardware, software, application,
operational, process).
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5 years of experience with 2 or more of the following: Web Tech, Data/Big
Data, Systems Admin, Machine Learning, Networking, Kubernetes, SAP.
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5 years of experience coding and debugging in a general purpose programming
language (e.g., Java, C, C++, Python, Go, Shell scripting, JavaScript) or in
system design.
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Experience with SAP technologies and architecture/infrastructure needs, in
compute infrastructure, supporting, developing, maintaining cloud solutions.
PREFERRED QUALIFICATIONS:
- Experience supporting SAP solutions in cloud platforms.
- Familiarity with SAP operations on public cloud around core production
concepts (high availability, disaster recovery, multi-tenancy, scale out and
scale up architectures, shared storage solutions, clustering solutions,
etc.).
- Familiarity with SAP proprietary technologies and architecture, including
ABAP programming, Java programming, SAP HANA technology and administration.
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.
As a Technical Solutions Developer, you will own our 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 support to help customers 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.
You will work in a shift pattern or non-standard work hours as needed, this may
include weekend work.
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:
- Understand customer impact, manage escalations through diagnosis,
trouble-shooting and resolution on GCP products through excellent customer
management. Contribute to Supportability Developer with products, SRE and
Developer teams to improve product quality and reduce contact rate.
- Develop understanding of the SAP-on-GCP and SAP on Google Bare Metal
Solutions (BMS) technologies and solutions by troubleshooting, reproducing,
determining root cause for issues.
- Act as subject matter expert for internal/external stakeholders and customer
organizations, resolve technical deployment obstacles, improve SAP-on-GCP/BMS
and other products through understanding issue management and resolution
processing.
- Improve support experience for SAP-on-GCP/BMS by developing best
practices/playbooks based on learnings from support of cloud based SAP
solutions according to complex customer requirements and technical
implementations.
