Solutions Engineer, Mission Critical Services, 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 with network troubleshooting tools, including at least one tracing (e.g., tracerouter, mtr) and one packet capture (e.g., tcpdump, Wireshark) tool.
- Experience working with any public cloud services and infrastructure (i.e., Google Cloud Platform).
Preferred qualifications:
- Experience with terminology/concepts associated with the financial exchange industry.
- Experience working with distributed systems and solutions, design patterns, or best practices.
- Experience with packet capture/analysis, artificial packet creation, load testing, and traffic path analysis to troubleshoot network latency, packet loss, and other issues at the packet level.
- Experience with networking protocols supporting ultra low latency systems.
- 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 basic web technologies and networking fundamentals.
About the job
The Google Cloud Consulting Professional Services team guides customers through the moments that matter most in their cloud journey to help businesses thrive. We help customers transform and evolve their business through the use of Google’s global network, web-scale data centers, and software infrastructure. As part of an innovative team in this rapidly growing business, you will help shape the future of businesses of all sizes and use technology to connect with customers, employees, and partners.Our Mission Critical Services Solutions Engineers own our customer issues while proactively helping improve the overall customer experience. You'll be part of a global team that provides 24/7 support for critical financial exchange customer workloads running on Google Cloud.
The Mission Critical Services team focuses on rapid incident response, proactive solutions, and deep customer-centric supportability to help avoid issues and improve the resiliency of customer mission-critical environments deployed on Google Cloud Platform.
In this role, you will provide rapid-response support for ultra-low-latency systems (ULLS) that power mission-critical workloads supporting financial exchange operators. You're expected to demonstrate knowledge in financial exchange and ULLS operations, proactively owning incident management in response to loss, and latency SLO violations.
You will troubleshoot and mitigate technical problems for customers using a mix of debugging, networking, system administration, documentation updates, and, when necessary, coding/scripting. Furthermore, you will contribute to product adoption and reliability 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
- Demonstrate expertise in financial exchange operations and managing customer performance expectations. Resolve critical issues and ensure product readiness, availability, and scale for financial exchange customers' production deployments.
- Develop an in-depth understanding of Google Cloud's product technology through troubleshooting, reproducing, and diagnosing the root cause for customer-reported issues, and building related tools.
- Act as consultant and subject matter expert for internal stakeholders in developing, business and customer organizations to resolve technical deployment obstacles and improve Google Cloud.
- Understand customer issues and advocate for their needs with internal teams (including Product and Developing teams) to find ways to improve the product, and ultimately drive production success.
- Work as part of a team that globally ensures 24-hour customer support.This will include a need to sometimes work non-standard hours or shifts, and may include weekend work.
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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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