MINIMUM QUALIFICATIONS:
- Bachelor's degree in Science, Technology, Engineering, or equivalent
practical experience.
- 6 years of experience troubleshooting and advocating for customers' needs,
triaging technical issues, or software development.
- Experience creating content for technical audiences (e.g., developer
documentation, industry white papers, Computer Science course material, or IT
administration playbooks).
- Experience writing, reading, and debugging code in one of the following:
Java, C, C++, Python, or Go.
- Experience working with distributed systems, and distributed systems
solutions, design patterns, or best practices.
- Experience with web technologies (e.g., HTTP, HTML, DNS, TCP).
PREFERRED QUALIFICATIONS:
- Experience in crisis response or escalation management across multiple teams,
with the ability to influence momentum of incident response for critical
customer issues.
- Experience working with any public cloud services and infrastructure (e.g.,
Google Cloud Platform).
- Experience as a system/network administrator working with Linux/Unix systems,
from kernel to shell, file systems, and client-server protocols.
- Experience with cloud computing and debugging complex workload issues across
large-scale, multi-node environments.
- Experience with one or more of the following solutions: system
virtualization, on-premise or hybrid cloud computing.
- Experience developing developer tools (e.g., automation, testing, debugging).
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 High Touch Support Solutions Developer, you will own our large and
important customer issues in addition to proactively helping improve customer
experiences. 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 provide a high-touch, dedicated service to our most critical customers with
complex environments, aiming to anticipate their needs, optimize product
performance, and enable customer success across complex environments.
The High Touch Support team’s focus on proactive solutions and customer-centric
supportability helps avoid issues, build customer trust, enable customers'
continuous growth and long term success on Google Cloud Platform (GCP). You will
troubleshoot technical problems for customers through debugging, networking,
system administration, updating documentation, and coding/scripting. You will
make our products easier to adopt and use 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, availability, and scale. 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.
