Job Description

Minimum qualifications:

• Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
• 5 years of experience troubleshooting and advocating for customer needs, and triaging technical issues (e.g., hardware, software, application, operational, process).
  

Preferred qualifications:

• 5 years of experience in technical consulting on supporting large enterprise customers with high service-level agreement requirements.
  
• 5 years of experience with the following: Web Tech, Systems Administration, Developer Operations, Networking, Kubernetes.
• Experience with cloud computing (i.e., certifications, internships, coursework, etc.) and debugging workload issues across large-scale, multi-node environments.
  
• Experience with exploratory kernel debugging and performance analysis of containerized systems.
  
• Experience working in public cloud (e.g., GCP) services and infrastructure.
  
• Experience in Computer Networking (e.g., TCP/IP, Routing, Load balancing, etc.), with an understanding of basic web technologies (e.g., HTTP, HTML, DNS, TCP, etc.).

About the job

As a Technical Solutions Engineer, you will own our large and important customer issues in addition to providing level two support to our other support teams. You will be a part of a global team that provides 24x7 support to help customers seamlessly make the switch to Google Cloud.

In this role, you will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting. You will make our products easier to adopt and use by making improvements to the product, tools, processes and documentation. Our Technical Solutions team is driven by customers and you will help drive the success of Google Cloud by understanding and advocating for our customers’ issues.

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.

In this role, you will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting. You will make our products easier to adopt and use by making improvements to the product, tools, processes and documentation. Our Technical Solutions team is driven by customers and you will help drive the success of Google Cloud by understanding and advocating for our customers’ issues.

Responsibilities

• Work with customers on their production Google Kubernetes Engine (GKE)/Anthos deployments to resolve issues and achieve product readiness, availability, and scale.
• Develop an understanding of Google Cloud's GKE/Anthos 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.
• 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 hours/shifts, and may include weekends as needed.
• 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.

Develop an understanding of Google Cloud's GKE/Anthos product technology and underlying architectures by troubleshooting, reproducing, and determining the root cause for customer reported issues, building tools, and faster diagnosis.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 hours/shifts, and may include weekends as needed.