Minimum qualifications:
- Bachelor's degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
- 4 years of experience reading code in a general purpose coding language (e.g., Java, C, C++, Python, Shell, Go or JavaScript, etc.) or in system design.
- 4 years of experience troubleshooting and advocating for customers needs, and triaging technical issues (e.g., hardware, software, application, operational, process).
Preferred qualifications:
- 4 years of experience in technical consulting on supporting large enterprise customers with high service-level objective and service-level agreement requirements.
- Experience designing and implementing live media or video on demand workflows.
- Experience with cloud computing (e.g., 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 designing and implementing live media or video on demand workflows.
- Knowledge of networking fundamentals (e.g., load balancing, cloud storage, peering, TCP/IP, 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 listen to the customer and swiftly problem-solve technical issues 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 Cloud business and helping companies around the world innovate.
Google Cloud accelerates every organization's ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google's cutting-edge 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.
Responsibilities
- Manage the customer's problems through effective diagnosis, resolution, or 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.
