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 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 Googles 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.
• Work closely with multiple product and engineering teams to find ways to improve the product, and interact with our Site Reliability Engineering (SRE) teams to drive high-quality production. Understand customer issues and advocate for their needs with cross-functional teams.
• Be available for non-standard work hours or shifts which may include weekend.

Minimum qualifications:

• Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
• 4 years of experience with two or more of the following: Web Tech, Data/Big Data, Systems Admin, Machine Learning, Networking, Kubernetes, Oracle, SAP.
• Experience in reading or debugging code (e.g., Java, C, C++, .NET, Python, Shell, Perl, or JavaScript).
• Ability to communicate in English fluently as this is a customer-facing role that requires interactions in English with local stakeholders.

Preferred qualifications:

• Experience with any of the following IaaS solutions: Kubernetes, system virtualization, on-premise or hybrid cloud computing, cloud identity and security system, cloud monitoring and logging, or local and cloud storage.
• Experience with any of the following cloud storage solutions: SQL database administration, Google App Engine, open source software communities, cloud networking solutions, or distributed computing technology.
• Knowledge of basic web technologies (HTTP, HTTPS, HTML, DNS, etc.).
• System/network administrator level knowledge of Linux/Unix or Windows systems.
• Excellent troubleshooting, attention to detail, and written and verbal communication skills.

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)