The Google Cloud Platform team helps customers transform and build what's next for their business — all with technology built in the cloud. Our products are developed for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. Our teams are dedicated to helping our customers — developers, small and large businesses, educational institutions and government agencies — see the benefits of our technology come to life. As part of an entrepreneurial team in this rapidly growing business, you will play a key role in understanding the needs of our customers and help shape the future of businesses of all sizes use technology to connect with customers, employees and partners.
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.
Individual pay is determined by factors including job-related skills, experience, and relevant education or training.
US: $222000 - $309000 (USD) + 25% bonus target + equity + benefits
Learn more about
benefits at Google.
Responsibilities
- Manage customer problems through effective diagnosis, resolution, and implementation of new investigation tools to increase productivity for customer issues on Google Cloud Platform products.
- Develop knowledge of Google's 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:
- Bachelor's degree in Computer Science, Information Systems, a related technical field, or equivalent practical experience.
- 13 years of experience troubleshooting and advocating for customers needs, and triaging technical issues (e.g., networking, software, application, operational, process).
- Experience reading or debugging code with one of the following: Java, C, C++, Python, Shell, Perl, or JavaScript.
- Experience as a systems/network administrator, with Linux/Unix or operating systems, including TCP/IP, Routing, VPNs, VLANs, peering, load balancing, etc.
- Experience working with web technologies (HTTP, HTML, Javascript, etc.).
- Ability to communicate in English fluently to support client relationship management.
Preferred qualifications:
- 10 years of experience in technical consulting on supporting large enterprise customers with high service-level objective and service-level agreement requirements.
- 5 years of experience managing a technical, customer-facing team.
- Experience with cloud computing (i.e., certifications, internships, coursework, etc.).
- Experience using 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 with any of these cloud solutions: SQL database administration, Google app engine, open source software communities, cloud networking solutions, or distributed computing technology.
Note: By applying to this position you will have an opportunity to share your preferred working location from the following:
Sunnyvale, CA, USA; Austin, TX, USA.