MINIMUM QUALIFICATIONS:
- Bachelor's degree in Science, Technology, Engineering, or equivalent
practical experience.
- 3 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 Java, C, C++, Python, Go,
or JavaScript.
- Experience with network troubleshooting, including one tracing tool (e.g.,
tracerouter, mtr) and one packet capture tool (e.g. tcpdump, Wireshark).
PREFERRED QUALIFICATIONS:
- Experience working with distributed systems, and cloud services and
infrastructure.
- Experience in crisis response or escalation management across teams, and
ability to influence momentum of incident response for critical customer
issues.
- Experience with terminology/concepts associated with the financial exchange
industry.
- Experience with networking protocols supporting ultra-low latency systems
(e.g., multicast routing, time synchronization, tiered NTP).
- Experience with packet capture/analysis, artificial packet creation, load
testing, and traffic path analysis.
- Knowledge of Linux/Unix systems at a system/network administrator level, web
technologies (e.g., HTTP, HTML, DNS), and networking fundamentals (e.g., Load
Balancing, Cloud Storage, Peering, TCP/IP).
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 Solutions Developer, you'll own our large and important customer issues and
proactively help improve customer experiences. You'll be a part of a global team
that provides 24x7 support to critical financial exchange customer workloads. In
this role, you'll provide high-touch, rapid-response support for ultra low
latency systems (ULLS) that power mission-critical workloads supporting
financial exchange operators. You'll demonstrate knowledge in financial exchange
and ULLS operations, and proactively own end-to-end incident management in
response to fairness, loss, and latency SLO violations.
The Mission Critical Services team’s focus on rapid incident response, proactive
solutions, and deep customer-centric supportability helps avoid issues, and
improves 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'll 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, 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
software, 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 Software teams, to find ways to improve the product,
and drive production.
- Work as part of a team that globally ensures 24-hour customer support. This
will include a need to sometimes work non-standard work hours/shifts, and may
include weekend work.
