Solutions Engineer, Mission Critical Services, Storage, Google Cloud
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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, Go, or JavaScript.
- Experience with web technologies (HTTP, HTML, DNS, TCP, etc.).
- Experience working with distributed systems, and with common solutions, design patterns, or best practices.
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 with cloud based serverless, storage, and developer tools technologies.
- Experience with SQL database administration, Google App Engine, open source software communities, Cloud networking solutions, or distributed computing technology.
- Experience as a system/network administrator working with Linux/Unix or Windows systems, from Kernel to Shell, file systems, and client-server protocols.
- Experience with web or mobile app development and troubleshooting database issues, schema design, and SQL query profiling.
- Knowledge of core data structures and concepts.
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.
As a Mission Critical Services Solutions Engineers, you will own our large and important customer issues in addition to proactively help improve customer experiences. You will be a part of a global team that provides 24x7 support to critical customer workloads deployed on Google Cloud. In this role, you will provide high-touch, rapid-response support for our most critical customers with complex environments, proactively owning end-to-end incident management to mitigate or resolve their most critical issues, and drive continuous improvements to improve workload reliability for the customers.
The Mission Critical Services team’s focus on rapid incident response, proactive solutions, and deep customer-centric supportability helps avoid issues, and improve the resiliency of customer mission-critical environments deployed on GCP. You will troubleshoot and mitigate technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting. You will contribute to product adoption and reliability 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, availability, and scale. Handle technical escalations, including 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.
- Act 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 ensure 24-hour customer support. This will include a need to sometimes 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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