This role requires you to work in a shift pattern or non-standard work hours as required. This may include weekend work.
Minimum qualifications:
Bachelor's degree in Science, Technology, Engineering, or equivalent practical experience.
5 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 reading, writing, and debugging code with one of the following: Java, C, C++, .NET, Python, or JavaScript.
Preferred qualifications:
Experience with SQL/NoSQL database administration, Google App Engine, open source software communities, Cloud networking solutions, or distributed computing technology (e.g., serverless, storage, and developer tools).
Experience in crisis response or escalation management across multiple teams, with the ability to influence incident response for customer issues.
Experience with web or mobile app development, troubleshooting database issues, schema design, and SQL query profiling.
Experience as a system/network administrator working with Linux/Unix systems, from kernel to shell, file systems, and client-server protocols.
Experience working with public cloud services and infrastructure.
Knowledge of web technologies (i.e., HTTP, HTML etc.).
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 Technical Solutions Engineers step own our large and important customer issues in addition to providing level two support to our other support teams. You will be a part of a global team that provides 24x7 support to help customers make the switch to Google Cloud.
In this role, you will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, 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 technical escalations, including platform outages, technical issues, and executive concerns.
Develop an understanding of Google Cloud's product technology and underlying architectures by troubleshooting, reproducing, and determining the root cause for customer-reported issues, building tools, and diagnosis.
Serve as a consultant and subject-matter-expert for internal stakeholders in engineering, 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 Engineering teams, to find ways to improve the product, and drive production.
Work as part of a team of developers/consultants that globally ensure 24-hour customer support. This will include a need to sometimes work non-standard work hours/shifts, and may include weekend work.
Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form .