Minimum qualifications:
- Bachelor's degree in Computer Science or Information Systems, or a related technical field, or equivalent practical experience.
- 5 years of experience in reading or debugging code with one or more of the following: Java, C, C++, Python or JavaScript.
- 2 years of experience in troubleshooting and advocating for customers needs, and triaging technical issues (e.g., hardware, software, application, operational, process).
- Ability to communicate in English and Japanese fluently as this is a customer-facing role that requires interactions in Japanese and English with local and international stakeholders.
- Ability to work non-standard hours and differing work rotations/shifts.
Preferred qualifications:
- Experience in designing or managing large distributed systems.
- Experience in managing hosted services/SaaS.
- Experience in using SQL queries to analyze datasets of logs, extracting insights for performance monitoring, troubleshooting, and security investigations.
- Knowledge of Unix/Linux environment and APIs.
- Understanding of one or more internet technologies such as web-tech (e.g., HTTP, DNS, TLS), email (e.g., SMTP, anti-spam, anti-phishing), networking (e.g., routing, TCP/IP), IP telephony (e.g., SIP, H323), Identity (e.g., AD, SSO, OAuth, AuthSub) and HTML5.
About the job:
Google Cloud accelerates organizations ability to digitally transform their business with the best infrastructure, platform, industry solutions and expertise. We deliver enterprise-grade solutions that leverage technology all on the cleanest cloud in the industry. Google Workspace provides a suite of cloud-based productivity and collaboration tools, enabling teams to communicate, create, and work together from anywhere.
As a Technical Solutions Engineer, you will own our largest and most important customer issues in addition to providing level two support to our other support teams.
Responsibilities:
- Manage customers problems through diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Google Workspace.
- Develop an understanding of Google's product technology and underlying architectures by troubleshooting, reproducing, determining the root cause for customer reported issues, and building tools for diagnosis, identification and resolution of issues.
- Serve 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 like Product Management or Software Engineering.
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