Customer Solutions Engineer, High Touch Support
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Minimum qualifications:
- Bachelor's degree in Science, Technology, Engineering, or equivalent practical experience.
- Experience troubleshooting and advocating for customers' needs, triaging technical issues, or software development.
- Experience creating content for technical audiences (e.g., developer documentation, industry white papers, Computer Science course material, or IT administration playbooks).
- Experience writing, reading, and debugging code in one of the following: Java, C, C++, Python, or Go.
- Experience working with distributed systems, and with common solutions, design patterns.
- Experience in web technologies (HTTP, HTML, DNS, TCP, etc.).
Preferred qualifications:
- 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 developing developer tools (e.g., automation, testing, debugging).
- Experience working with public cloud services and infrastructure.
- Experience in crisis response or escalation management across multiple teams, with the 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 the System/network administrator level.
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 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.
As a High Touch Support Solutions Engineer you will take up important customer issues to help improve customer experiences. You will be part of a global team that provides 24x7 support to help customers switch to Google Cloud. In this role, will provide service to most critical customers with complex environments, aiming to anticipate their needs, optimize product performance, enable customer success across complex environments.You will troubleshoot technical problems for customers with mix of debugging, networking, system administration,coding. You will make products easier to adopt and use by making improvements to the product, tools, processes and documentation.
Responsibilities
- Work with customers on their production deployments to resolve issues, achieve product readiness, and availability. Triage and handle technical escalations, including platform outages, technical issues, and executive concerns.
- Develop an understanding of Google Cloud's product technology, underlying architectures by troubleshooting, reproducing, and determining the root cause for customer-reported issues, building tools, and diagnosis.
- Act as consultant 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, including Product and Engineering teams, to find ways to improve the product, and drive production.
- Work as part of a team of developers/consultants that globally ensure 24-hour customer support. This will include a need to work non-standard work hours/shifts, and may include weekend work.
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Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.
If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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