Technical Solutions Engineer, High Touch Support, Compute (English)

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.

Responsibilities

• Manage the customer’s problem through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Google Cloud Platform products.
• Develop an understanding 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.
• Work closely with multiple Product and Engineering teams to find ways to improve the product, and interact with the Site Reliability Engineering (SRE) teams to drive high-quality production. Understand customer issues and advocate for their needs with cross-functional teams.
• Be available for non-standard work hours or shifts which may include weekends as needed.

Qualifications

Minimum qualifications:

• Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
• 9 years of experience troubleshooting and advocating for customer needs, and triaging technical issues (e.g., hardware, software, application, operational, process).
• 9 years of experience with computer networking and web technologies (HTTP, HTML, DNS, etc.).
• Experience managing Linux/Unix or Windows systems at a system administrator level.
• Experience with one or more core programming or scripting languages (e.g., C, C++, C#, Java, Python, JavaScript, PowerShell, Bash/Shell, Perl, Visual Basic).
• Ability to communicate in English fluently to interact with internal and external stakeholders.

Preferred qualifications:

• Experience with any of the following solutions: system virtualization, on-premise or hybrid cloud computing.
• Experience working with distributed systems.
• Experience with cloud computing (i.e., certifications, internships, coursework, etc.) and debugging complex workload issues across large-scale, multi-node environments.
• Familiarity with common solutions, design patterns, or best practices.
• Ability to communicate in Chinese fluently to interact with external stakeholders.

Additional Information