Top Customer Solutions Engineer, High Touch Support
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Minimum qualifications:
- Bachelor's degree in Science, Technology, Engineering, or equivalent practical experience.
- 3 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.
- Experience working with distributed systems, and with common solutions and design patterns.
- Experience in web technologies (HTTP, HTML, DNS, TCP, etc.).
Preferred qualifications:
- Experience developing developer tools (e.g., automation, testing, debugging).
- Experience in crisis response or escalation management across multiple teams, with the ability to influence momentum of incident response for critical customer issues.
- 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 working with any public cloud services and infrastructure (e.g., Google Cloud Platform).
- Knowledge of networking fundamentals (e.g., Load Balancing, Cloud Storage, Peering, TCP\IP, etc.).
- Knowledge of system/network administrator level Linux or Unix systems.
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.
The High Touch Support team’s focus on proactive solutions, and deep customer-centric supportability helps avoid issues, build stronger customer trust, enable customers' continuous growth, and long term success on GCP.
In this role, you will provide high-touch, dedicated service to most critical customers, aiming to anticipate their needs, optimize product performance, and enable customer success across environments. You will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, and coding. You will make products easier to adopt and use by making improvements to the product, tools, processes and documentation.
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
- Work with customers on their production deployments to resolve issues, achieve product readiness, availability, and scale. 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, build tools, and faster diagnosis.
- Act as a consultant and subject matter expert for internal stakeholders 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.
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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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