Minimum qualifications:
Bachelor's degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
Experience in reading or debugging code in Java, C, C++, .NET, Python, Shell, Perl, and/or JavaScript.
Experience in managing customer issues or needs.
Ability to work in a shift pattern or non-standard work hours as required which may include weekend work.
Preferred qualifications:
Experience with Kubernetes, system virtualization, on-prem and/or hybrid cloud computing, cloud identity and security system, cloud monitoring and logging, as well as local and cloud storage.
Understanding of web technologies (e.g., HTTP, HTML, DNS, TCP, etc.).
System/network administrator knowledge of Linux/Unix or Windows OS systems.
Familiarity with computer networking (e.g., TCP/IP, routing, load balancing, etc.).
Familiarity with any of these cloud storage solutions (e.g., SQL database administration, Google App Engine, open-source software communities, Cloud networking solutions, or distributed computing technology).
Outstanding troubleshooting, attention to detail, and communication skills.
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 engineered 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 using technology to connect with customers, employees, and partners.
As a Technical Solutions Engineer, you will own our largest and most important customer issues in addition to providing level two support to our other support teams. In this role, you will be a part of a global team that provides 24x7 support to help customers seamlessly make the switch to Google Cloud.
When customers cannot resolve issues themselves, your job is to ensure that we have the necessary tools and processes to swiftly resolve the issue. You'll troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting.
Our Technical Solutions team is focused on the customer, and you will help drive the success of Google Cloud by understanding and advocating for our customers’ issues.
Google Cloud accelerates organizations’ ability to digitally transform their business with the best infrastructure, platform, industry solutions, and expertise. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology – all on the cleanest cloud in the industry. 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
On the customer’s problem through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Google Cloud Platform products.
Develop an understanding of Google's product technology and underlying architectures by troubleshooting, reproducing, and determining the root cause for customer reported issues; build tools for faster diagnosis.
Act as a consultant and subject matter expert for internal stakeholders in Engineering, Sales, and Customer organizations to resolve technical deployment obstacles and improve Google Cloud.
Work with multiple Product and Engineering teams to find ways to improve the supportability, products, and interact with our Site Reliability Engineering teams to drive high-quality production.
Work in a shift pattern or non-standard work hours were required as part of a global team that ensures 24-hour customer support, this may include weekend work.
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