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.
- Experience working with distributed systems, including common solutions, or design patterns.
- Experience with web technologies (e.g., HTTP, HTML, DNS, TCP, etc.).
Preferred qualifications:
- Experience in developing developer tools (e.g., automation, testing, debugging).
- Experience in public cloud services and infrastructure (e.g., Google Cloud Platform).
- Experience in techniques such as packet capture/packet analysis, artificial packet creation, load testing, and traffic path analysis to troubleshoot network latency, packet loss, and other performance issues at the packet level.
- Experience in crisis response or escalation management across multiple teams, with ability to influence momentum of incident response for critical customer issues.
- Knowledge of networking fundamentals (e.g., Load Balancing, Cloud Storage, Peering, TCP\IP, etc.).
- Knowledge of Linux or Unix systems at a system/network administrator level.
About the job:
The High Touch Support team's focus on proactive solutions and deep customer-centric supportability helps avoid issues, build stronger customer trust, and enable customers continuous growth and long-term success on Google Cloud Platform (GCP).
As a Top Customer Solutions Engineer, you will take initiative and own our large and important customer issues in addition to proactively helping 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. In this role, you will provide a high-touch, dedicated service to our most critical customers with complex environments, aiming to anticipate their needs, optimize 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 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:
- Work with customers on their production deployments to resolve issues and achieve product readiness, availability, and scale. Triage and manage technical escalations, including 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.
- Act 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, and find ways to improve the product and drive production.
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