MINIMUM QUALIFICATIONS:
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Bachelor's degree in Computer Science, Information Systems, related technical
field, or equivalent practical experience.
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5 years of experience in reading or debugging code with one or more of the
following: Java, C, C++, Python or JavaScript.
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5 years of experience troubleshooting and advocating for customers' needs,
and triaging technical issues (e.g., hardware, software, application,
operational, process).
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Ability to work differing work rotations/shifts and non-standard work hours.
PREFERRED QUALIFICATIONS:
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5 years of experience with designing or managing distributed systems.
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Experience with managing hosted services/SaaS.
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Knowledge of Linux/Unix or Windows.
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Understanding of one or more Internet technologies: web-tech (e.g., HTTP,
DNS, TLS), email (e.g., SMTP, anti-spam, anti-phishing), networking (e.g.,
routing, TCP/IP), IP telephony (e.g., SIP, H323), Identity (e.g., AD, SSO,
OAuth, AuthSub) and HTML5.
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Proficiency in using SQL-like queries to analyze datasets of logs, extracting
insights for performance monitoring, troubleshooting, and security
investigations.
ABOUT THE JOB:
Google Workspace provides a suite of cloud-based productivity and collaboration
tools, enabling teams to communicate, create, and work together seamlessly from
anywhere. Our Technical Solutions Developers own our largest and important
customer issues in addition to providing level two support to our other support
teams.
In this role, you will be part of a global team that provides 24x7 support to
help customers seamlessly make the switch to Google Cloud. When customers cannot
resolve issues themselves, you will ensure that we have the necessary tools and
processes to resolve the issue.
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 customer obsession and you will help drive the
success of Google Cloud by understanding and advocating for our customers
issues.
This role requires you to work in a shift pattern or non-standard work hours as
required. 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:
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Manage customers issues through effective diagnosis, resolution, or
implementation of new investigation tools to increase productivity for
customer issues on Google Workspace.
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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, for
identification and resolution of future issues.
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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.
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Work as part of a team of Developers/Consultants that globally ensure 24 hour
customer support. This will include a need to sometimes work non-standard
work hours or shifts.
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Understand customer issues and advocate for their needs proactively with
cross-functional teams like Product Management or Software Engineering.
