About the job

In this role, you will be a part of a global team that provides support to help customers seamlessly make the switch to Google Cloud. You will troubleshoot technical issues for customers with a mix of debugging, networking, system administration, documentation updating, and coding/scripting. You will make Googles products easier to adopt and use by making improvements to the product, tools, processes, and documentation. You will help drive business growth of Google Cloud by recognizing 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 customers 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 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.
• 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. This will include a need to sometimes work non-standard work hours or shifts.

Minimum qualifications:

• Bachelors degree in Science, Technology, Engineering, or equivalent practical experience.
• 4 years of experience coding in a general purpose language or system design, troubleshooting/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.
• Experience in network troubleshooting using techniques, such as packet capture, load testing, and traffic path analysis.

Preferred qualifications:

• Certification in CCNP, CCIE, CKA, RHCE.
• Experience with any of these cloud solutions: open source software communities, cloud networking solutions, distributed computing technology, hybrid/multi cloud connectivity, etc.
• Experience implementing, administering, and troubleshooting network infrastructure devices.
• Knowledge of networking fundamentals (e.g., TCP/IP, Routing, VPNs, VLANs, Peering, Load Balancing, etc.).
• 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)