Cloud Technical Solutions Engineer, Compute (English)

About the job

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. You will ensure that we have the necessary tools and processes to resolve the issue. You will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting. You will identify the root problem and improve supportability by working with a team of engineers and product managers. You will make our products easier to adopt and use by making improvements to the product, tools, processes and documentation. You will help drive the success of Google Cloud by understanding and advocating for our customers’ issues.

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

• Manage the customer’s problems through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Google Cloud Platform products.
• Develop knowledge of Google's product technology and underlying architectures by troubleshooting, reproducing, determining the root cause for customer reported issues, and building 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.
• Understand customer issues and advocate for their needs with cross-functional teams including product and engineering teams to find ways to improve the product, and drive high-quality production.
• Work as part of a team of Engineers/Consultants that globally ensure 24 hour customer support, including working non-standard hours or shifts as needed.

Minimum qualifications:

• Bachelor's degree in Science, Technology, Engineering, Math, or equivalent practical experience.
• 4 years of experience coding in a general purpose coding language or in system design, and troubleshooting and advocating for customers' needs, and triaging technical issues.
• 4 years of experience with two or more of the following: Web Tech, Data/Big Data, Systems Admin, Machine Learning, Networking, Kubernetes, Oracle, SAP.
• Ability to communicate in English fluently as this is a customer-facing role that requires interactions in English with local stakeholders.

Preferred qualifications:

• Certification in CCNP, CCIE, CKA, RHCE.
• 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 with any of these cloud solutions: Open source software communities, Cloud networking solutions, distributed-computing technology, Hybrid/Multi Cloud connectivity, etc.
• Knowledge of fundamental web technologies (e.g., HTTP, HTTPS).
• Knowledge of virtual/container networking.

Benefits: 

• Health and Wellbeing (Medical, dental, and vision insurance for employees and dependents)
• Financial wellbeing (Competitive compensation, regular bonus and equity refresh opportunities)
• Flexibility and time off (Paid time off, including vacation, bereavement, jury duty, sick leave, parental leave, disability, and holidays)
• Family support and care (Fertility and growing family support, parental leave and baby bonding leave)
• Community and personal development (Educational reimbursement)
• Googley extras (Inspiring spaces to work, recharge, and collaborate with fellow Googlers)

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.