Google welcomes people with disabilities.
This role requires you to work in a shift pattern or non-standard work hours as required. This may include weekend work.
Minimum qualifications:
- Bachelor's degree in Science, Technology, Engineering, or equivalent practical experience.
- 6 years of experience in troubleshooting and advocating for customer's needs, triaging technical issues, or software development.
- Experience in creating content for technical audiences (e.g., developer documentation, industry white papers, Computer Science course material, or IT administration playbooks).
- Experience in writing, reading, and debugging code in one of the following: Java, C, C++, Python, or Go.
Preferred qualifications:
- Experience in data analytics, warehousing, Extract, Transform, Load (ETL) development, data science or other Big Data applications.
- Experience with open source distributed storage and processing utilities in the Apache Hadoop family or workflow orchestration products.
- Experience in administering and querying data in distributed, columnar or analytic oriented databases or distributed data processing frameworks.
- Experience working with any public cloud services and infrastructure (e.g., Google Cloud Platform).
- Experience developing developer tools (e.g., automation, testing, debugging).
- Experience in crisis response or escalation management across multiple teams, with the ability to influence momentum of incident response for critical customer issues.
About the job
The High Touch Support team's focus on solutions and customer-centric supportability helps avoid issues, build customer trust, enable customers continuous growth and success on Google Cloud Platform (GCP).
As a Solutions Engineer, you will own the large and important customer issues in addition to help improve customer experiences. 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 provide service to our most critical customers with complex environments, aiming to anticipate their needs, improve product performance, and enable customer success across complex environments. You will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting. You will make our products easier to adopt and use by making improvements to the product, tools, processes and documentation.Google Cloud accelerates every organization's ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google's 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
- Work with customers on their production deployments to resolve issues and achieve product readiness and availability. Triage and manage technical escalations, platform outages, technical issues, and executive concerns.
- Develop an understanding of Google Cloud's product technology and underlying architectures by troubleshooting, reproducing, and determining the root cause for customer-reported issues, building tools, and faster diagnosis.
- Serve as a consultant and subject matter expert for internal stakeholders in engineering, sales, customer organizations to resolve technical deployment obstacles and improve Google Cloud.
- Understand customer issues, advocate for their needs with internal teams, including Product and Engineering teams, to find ways to improve the product, and drive production.
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