Top Customer Solutions Engineer, Data Analytics, Google Cloud
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This role requires you to work in a shift pattern or non-standard work hours as required. This may include weekend work.
Minimum qualifications:
- Bachelor's degree in Science, Technology, Engineering, or equivalent practical experience.
- 6 years of 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.
Preferred qualifications:
- Experience in crisis response or escalation management across multiple teams, with the ability to influence momentum of incident response for critical customer issues.
- Experience working with any public cloud services and infrastructure (e.g., Google Cloud Platform).
- Experience developing developer tools (e.g., automation, testing, debugging).
- Experience administering and querying data in distributed, columnar or analytic oriented databases or distributed data processing frameworks.
- Experience with open source distributed storage and processing utilities in the Apache Hadoop family or workflow orchestration products.
- Experience in data analytics, warehousing, ETL development, data science or other Big Data applications.
About the job
As a Solutions Engineer, you will own the large and important customer issues in addition to help 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. You will provide service to our most critical customers with complex environments, aiming to anticipate their needs, improve product performance, and enable customer success across complex environments.
The High Touch Support team’s focus on solutions and customer-centric supportability helps avoid issues, build customer trust, enable customers' continuous growth and success on GCP. 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.
Responsibilities
- Work with customers on their production deployments to resolve issues and achieve product readiness and availability. Triage and manage technical escalations, 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.
- Serve as 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, 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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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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