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 in 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 experience in distributed
systems solutions, design patterns, or best practices.
- Experience with web technologies (e.g., HTTP, HTML, DNS, and 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 in data analytics, warehousing, ETL development, data science, or
other big data applications.
- Experience developing developer tools (e.g., automation, testing, and
debugging).
- Experience with open source distributed storage and processing utilities in
the Apache Hadoop family or workflow orchestration products.
- Experience administering and querying data in distributed, columnar, or
analytic-oriented databases or distributed data processing frameworks.
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. In this role, 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,
documentation updates, 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 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, 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 developing 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.
