About the job

The Google Cloud team helps companies, schools, and government seamlessly make the switch to Google products and supports them along the way. You listen to the customer and swiftly problem-solve technical issues to show how our products can make businesses more productive, collaborative, and innovative. You work closely with a cross-functional team of web developers and systems administrators, not to mention a variety of both regional and international customers. Your relationships with customers are crucial in helping Google grow its Cloud business and helping companies around the world innovate.

In this role, you will develop knowledge of Googles product technology and underlying architectures by troubleshooting, reproducing, determining the root cause for customer reported issues, and building tools for faster diagnosis.

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 customer issues through effective diagnosis, resolution, or implementation of investigation tools to increase productivity for customers on Google Cloud Platform products.
• 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 supportability, products, and interact with our Site Reliability Engineering (SRE) teams to drive high-quality production.
• Work as part of a team of engineers/consultants that globally ensure 24-hour customer support. Work non-standard work hours or shifts, including weekends, as needed.

Minimum qualifications:

• Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
• 2 years of experience troubleshooting and advocating for customers needs, and triaging technical issues (e.g., hardware, software, application, operational, process).
• 2 years of experience coding in a general purpose coding language (e.g., Java, C, C++, Python, Shell, Go or JavaScript, etc.) or in system design.

Preferred qualifications:

• Experience with object storage systems (e.g., Google Cloud Storage).
• Experience in Network Troubleshooting, including collecting and reading packet captures.
• Experience writing and executing SQL queries against large datasets and log files, troubleshooting technical issues and analyzing usage patterns.
• System/Network Administrator level knowledge of Linux/Unix or Windows systems from Kernel to Shell and beyond, file systems and client-server protocols.
• Knowledge of core data structures and concepts: HTTP Protocol, Web frameworks, and common Web Technologies.

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)