Top Customer Solutions Developer, Mission Critical Services, High Touch Support
- linkCopy link
- emailEmail a friend
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 Java, C, C++, Python, Go, or JavaScript.
- Experience with network troubleshooting, including one tracing tool (e.g., tracerouter, mtr) and one packet capture tool (e.g. tcpdump, Wireshark).
Preferred qualifications:
- Experience working with distributed systems, and cloud services and infrastructure.
- Experience in crisis response or escalation management across teams, and ability to influence momentum of incident response for critical customer issues.
- Experience with terminology/concepts associated with the financial exchange industry.
- Experience with networking protocols supporting ultra-low latency systems (e.g., multicast routing, time synchronization, tiered NTP).
- Experience with packet capture/analysis, artificial packet creation, load testing, and traffic path analysis.
- Knowledge of Linux/Unix systems at a system/network administrator level, web technologies (e.g., HTTP, HTML, DNS), and networking fundamentals (e.g., Load Balancing, Cloud Storage, Peering, TCP/IP).
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.
As a Solutions Developer, you'll own our large and important customer issues and proactively help improve customer experiences. You'll be a part of a global team that provides 24x7 support to critical financial exchange customer workloads. In this role, you'll provide high-touch, rapid-response support for ultra low latency systems (ULLS) that power mission-critical workloads supporting financial exchange operators. You'll demonstrate knowledge in financial exchange and ULLS operations, and proactively own end-to-end incident management in response to fairness, loss, and latency SLO violations.
The Mission Critical Services team’s focus on rapid incident response, proactive solutions, and deep customer-centric supportability helps avoid issues, and improves the resiliency of customer mission-critical environments deployed on GCP. You will troubleshoot and mitigate technical problems for customers with debugging, networking, system administration, updating documentation, and when needed, coding/scripting. You'll 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
- Work with customers on their production deployments to resolve issues and achieve product readiness, availability, and scale. Triage and handle technical escalations, including platform outages, technical issues, and executive concerns.
- Develop an in-depth understanding of Google Cloud's product technology and architectures by troubleshooting, reproducing, and determining the root cause for customer-reported issues, building tools, and diagnosis.
- Act as consultant and subject matter expert for internal stakeholders in software, 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 Software teams, to find ways to improve the product, and drive production.
- Work as part of a team that globally ensures 24-hour customer support. This will include a need to sometimes work non-standard work hours/shifts, and may include weekend work.
Information collected and processed as part of your Google Careers profile, and any job applications you choose to submit is subject to Google's Applicant and Candidate Privacy Policy.
Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.
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.
To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.