MINIMUM QUALIFICATIONS:
- Bachelor's degree in Science, Technology, Engineering, or equivalent
practical experience.
- 6 years of experience in 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, or
Go.
- Experience working with distributed systems, and in distributed systems
solutions, design patterns, or best practices.
- 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 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.
- Experience developing developer tools (e.g., automation, testing, debugging).
- Knowledge of networking fundamentals (e.g., Load Balancing, Cloud Storage,
Peering, TCP/IP, etc.).
- Understanding of Linux/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.
In this role, 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. You will provide a high-touch, dedicated service to our
most critical customers with difficult environments, aiming to anticipate their
needs, optimize product performance, and enable customer success across
difficult environments. The High Touch Support team’s focus on proactive
solutions and customer-centric supportability helps avoid issues, build customer
trust, and 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 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
software development, sales, and customer organizations to resolve technical
deployment obstacles and improve Google Cloud.
- Understand customer issues and 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.
