Minimum qualifications:

  • Bachelor's degree in Computer Science, Information Systems, related technical field, or equivalent practical experience.
  • 7 years of experience in technical support engineering or a similar role.
  • Experience working with and troubleshooting web technologies.
  • Experience in reading or debugging code using Java, C, C++, Python, Shell, Perl, and/or JavaScript.

Preferred qualifications:

  • Experience or knowledge in one of the following: networking fundamentals, database design and SQL query construction, and Linux/Unix systems.
  • Knowledge of cloud computing (i.e. certifications, internships, coursework, etc.).
  • Ability to adapt your message to the technical level of the audience and comfortably present technical materials to groups of any size and background.
  •  Excellent analytical and problem-solving skills.
  • Excellent attention to detail, resourcefulness and written and verbal communication skills.

About the job

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 engineered 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.

The Google Cloud team helps companies, schools, and government seamlessly make the switch to Google products and supports them along the way.

In this role, you will work with the customer and swiftly problem-solve technical issues to show how our products can make businesses more productive, collaborative, and innovative. You will work closely with a cross-functional team of web developers and systems administrators, and with a variety of both regional and international customers. Your relationships with customers are crucial in helping Google grow its cloud business and helping companies around the world innovate.

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 Google’s cutting-edge technology – all on the cleanest cloud in the industry. 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

  • Manage the customer’s problem through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer challenges on Google Cloud Platform products.
  • Develop an in-depth understanding of Google's product technology and underlying architectures by troubleshooting, reproducing, determining the root cause for customer reported challenges, and building tools for faster diagnosis, so we can identify and resolve future challenges quickly.
  • 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 challenges and advocate for their needs with cross-functional teams like Product Management or Software Engineering.