MINIMUM QUALIFICATIONS:
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Bachelor's degree in Science, Technology, Engineering, or equivalent
practical experience.
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3 years of experience troubleshooting and advocating for customers' needs,
triaging technical issues, or software development.
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Experience creating content for technical audiences (e.g., developer
documentation, industry white papers, Computer Science course material, or IT
administration playbooks).
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Experience writing, reading, and debugging code in one of the following:
Java, C, C++, Python, or Go.
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Experience working with distributed systems, and experience in distributed
systems solutions, design patterns, or best practices.
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Experience with web technologies (e.g., HTTP, HTML, DNS, TCP).
PREFERRED QUALIFICATIONS:
- Experience in crisis response/escalation management across multiple teams,
with the ability to influence momentum of incident response for critical
customer issues.
- Experience working with public cloud services and infrastructure (e.g.,
Google Cloud Platform).
- Experience developing developer tools (e.g., automation, testing, debugging).
- Experience using techniques such as packet capture/packet analysis,
artificial packet creation, load testing, and traffic path analysis to
troubleshoot network latency, packet loss, and other performance issues at
the packet level.
- Knowledge of networking fundamentals (e.g., Load Balancing, Cloud Storage,
Peering, TCP\IP, etc.).
- Understanding of Linux or Unix systems at a System/network administrator
level.
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.
Our Mission Critical Services Solutions developers own our large and important
customer issues in addition to proactively help improve customer experiences.
In this role, you will be a part of a global team that provides 24x7 support to
critical customer workloads deployed on Google Cloud. You will provide
high-touch, response support for our most critical customers with environments,
proactively owning end-to-end incident management to mitigate or resolve their
most critical issues, and drive continuous improvements to improve workload
reliability for the customers. The Mission Critical Services team’s focus on
incident response, proactive solutions, and customer-centric supportability that
helps avoid issues, and improve the resiliency of customer mission-critical
environments deployed on GCP. You will troubleshoot and mitigate technical
problems for customers with debugging, networking, system administration,
updating documentation, and when needed, coding/scripting. You contribute to
product adoption and reliability by making improvements to the product, tools,
processes and documentation.
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:
- Work with customers on their production deployments to resolve issues and
achieve product readiness and availability. Triage and handle technical
escalations, including platform outages, technical issues, and executive
concerns.
- Develop an in-depth understanding of Google Cloud's product technology and
architectures by troubleshooting, reproducing, and determining the root cause
for customer-reported issues, building tools, and diagnosis.
- Act as consultant and subject matter expert for internal stakeholders in
developing, sales, customer organizations to resolve technical deployment
obstacles and improve Google Cloud.
- Understand customer issues, advocate for their needs with internal teams,
including product and developing teams, to find ways to improve the product,
and drive production.
- Work as part of a team that globally ensure 24-hour customer support. This
will include a need to sometimes work non-standard work hours/shifts, and may
include weekend work.
