Website Google
Minimum qualifications:
- BA/BS degree in Computer Science, related technical field, or equivalent practical experience.
- Experience in a technical support, professional services, software development, or product operations management field.
- Experience managing and advocating for customer issues.
- Experience programming with one or more of the following: Java, C, C++, .NET, Python, Shell, Perl and/or JavaScript.
Preferred qualifications:
- Experience working with one or more cloud storage solutions such as SQL database administration, Google App Engine, etc.
- System/Network Administrator-level knowledge of Linux/Unix or Windows systems, from kernel to shell and beyond, file systems, and client-server protocols.
- Understanding of basic web technologies (e.g. HTTP, HTML, DNS, TCP, etc).
About the job
The Google Cloud team helps companies, schools, and government seamlessly make the switch to Google products and supports them along the way. You swiftly problem-solve technical issues for customers to show how our products can make businesses more productive, collaborative, and innovative. You work closely with a cross-functional team of web developers and systems administrators, not to mention a variety of both regional and international customers. Your relationships with customers are crucial in helping Google grow its Google Cloud business and in bringing our product portfolio into companies around the world.
As as Technical Solutions Engineer, you’ll work on customer challenges to solve production issues on customer’s business critical applications. You’ll be a part of a global team that provides support to help customers seamlessly make the switch to Google Cloud. When customers cannot resolve issues themselves, your job is to ensure that we have the necessary tools and processes to swiftly resolve the issue with as little customer effort as possible.
Google Cloud helps millions of employees and organizations empower their employees, serve their customers, and build what’s next for their business — all with technology built in the cloud. Our products are engineered for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. And 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.
Responsibilities
- Manage customer issues through diagnosis, resolution, and the implementation of investigation tools to increase productivity for customers.
- Develop an understanding of Google’s product technology and underlying architectures by troubleshooting, reproducing, determining the root cause for customer reported issues.
- 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 closely with multiple product and engineering teams to find ways to improve the Supportability, products, and interact with our Site Reliability Engineering (SRE) teams to drive high-quality production.
- Understand customer issues and advocate for their needs with cross functional teams like Product Management or Software Engineering.