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).
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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, TCP).
PREFERRED QUALIFICATIONS:
- Experience in crisis response or escalation management across multiple teams,
with ability to influence momentum of incident response for critical customer
issues.
- 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 working with any public cloud services and infrastructure (e.g.,
Google Cloud Platform).
- Experience developing developer tools (e.g., automation, testing, debugging).
- Knowledge of networking fundamentals (e.g., Load Balancing, Cloud Storage,
Peering, TCP\IP, etc.).
- Knowledge of Linux or Unix systems at 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 help improve customer experiences. In this role,
you will be a part of a global team that provides support to critical customer
workloads deployed on Google Cloud. You will provide high-touch, rapid-response
support for our customers with complex environments, 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 rapid incident response, proactive
solutions, and customer-centric supportability helps avoid issues, and improve
the resiliency of customer mission-critical environments deployed on Google
Cloud Platform (GCP). You will troubleshoot and mitigate technical problems for
customers with debugging, networking, system administration, updating
documentation, and when needed, coding/scripting. You will 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.
The Canada base salary range for this full-time position is CAD 158,000-162,000
- bonus + equity + benefits. Our salary ranges are determined by role, level,
and location. Within the range, individual pay is determined by work location
and additional factors, including job-related skills, experience, and relevant
education or training.
Please note that the compensation details listed in Canada role postings reflect
the base salary only, and do not include bonus, equity, or benefits. Learn more
about benefits at Google
[https://www.google.com/about/careers/applications/benefits/].
RESPONSIBILITIES:
- Work with customers on their production deployments to resolve issues and
achieve product readiness, availability, and scale. Triage and manage
technical escalations, including platform outages, technical issues, and
executive concerns.
- Develop an 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 ensures 24-hour customer support,
including a need to sometimes work non-standard work hours/shifts, and may
include weekend work.
