About the job
As a Technical Solutions Engineer, you will be a part of a global team that provides 24x7 support to help customers seamlessly make the switch to Google Cloud. When customers cannot resolve issues themselves, your job will be to ensure that we have the necessary tools, processes, and needed technical knowledge 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. Your focus will be on networking products within Google Cloud, and 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. This will include a need to sometimes work non-standard work hours or shifts (nights, weekends, and holidays) and may include weekend work.
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 problems 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, and 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 as part of a team of engineers/consultants that globally ensure 24 hour customer support.
- 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.
Minimum qualifications:
- Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
- 4 years of experience coding in a general purpose coding language or in system design, 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 undergo additional background check clearance to work with Government clients.
Preferred qualifications:
- Knowledge of cryptography (e.g., PKI, symmetric key, KMS, etc.).
- Knowledge of how APIs work (e.g., REST, etc.).
- Understanding of Cloud Concepts, including: Identity, Policies, Permissions, and other access management related (e.g., authentication, authorization, least privilege, OAuth, SAML, OIDC, etc.).
- Understanding of common threat vectors for Cloud Customers: DDOS, malware injection, ransomware, credential compromise, etc.
- Understanding of Networking concepts, protocols, and services (e.g., Firewalls, DNS, HTTPS, SSL, TCP and UDP).
- Excellent troubleshooting methodology to manage issues efficiently.
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)
