Product area
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.
Job description
The Google Cloud Support team guides customers through the moments that matter in their cloud journey to help businesses grow. We help customers transform and evolve their business through the use of Google's global network, data centers, and software infrastructure.
In this role, you will provide technical guidance to customers adopting Google Cloud Platform (GCP) services. You will be providing best practices on secure foundational cloud implementations, automated provisioning of infrastructure and applications, cloud-ready application architectures, etc. You will work with Product Management and Product Engineering to drive excellence in Google Cloud products and features.
You will be a part of a global team that provides support to help customers make the switch to Google Cloud. You will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and coding/scripting. You will make the products easier to adopt and use by making improvements to the product, tools, processes and documentation.
Qualifications
Job responsibilities
- Manage the customer's problems through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Google Cloud Platform products.
- Develop knowledge 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.
- Understand customer issues and advocate for their needs with cross-functional teams including product and engineering teams to find ways to improve the product, and drive high-quality production.
- Work as part of a team of Engineers/Consultants that globally ensure 24 hour customer support. This will include a need to sometimes work non-standard work hours or shifts.
Minimum qualifications
- Bachelor's degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
- 3 years of experience with two or more of the following: Web Tech, Data/Big Data, Systems Admin, Machine Learning, Networking, Kubernetes, Oracle, SAP.
- Experience reading or debugging code using Java, C, C++, Python, Shell, Perl, or JavaScript.
- Ability to communicate in English and Mandarin fluently to support client relationship management in this region.
Preferred qualifications
- Experience advocating for customer needs.
- Experience in web application development and deployment, troubleshooting issues in HTTP traffic and RESTful APIs, or database design and troubleshooting.
- Knowledge of Linux/Unix or Windows systems from Kernel to Shell, file systems, and client-server protocols.
- Understanding of networking fundamentals (e.g., TCP/IP, Routing,
Virtual Private Networks (VPNs)). - Ability to adapt your message to the technical level of the audience and comfortably present technical materials to groups of any size and background with excellent problem-solving and investigative skills.
- Excellent attention to detail, resourcefulness, and written and verbal communication skills.
