About

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 working with distributed systems, and experience in distributed
• systems solutions, design patterns, or best practices.

• * Experience with web technologies (e.g., HTTP, HTML, DNS, TCP).

PREFERRED QUALIFICATIONS

• * Experience in crisis response/escalation management across multiple teams,
• with the ability to influence momentum of incident response for critical
• customer issues.
• * Experience working with public cloud services and infrastructure (e.g.,
• Google Cloud Platform).
• * Experience developing developer tools (e.g., automation, testing, debugging).
• * Experience using techniques such as packet capture/packet analysis,
• artificial packet creation, load testing, and traffic path analysis to
• troubleshoot network latency, packet loss, and other performance issues at
• the packet level.
• * Knowledge of networking fundamentals (e.g., Load Balancing, Cloud Storage,
• Peering, TCPIP, etc.).
• * Understanding of Linux or Unix systems at a System/network administrator
• level.

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.

• Our Mission Critical Services Solutions developers own our large and important
• customer issues in addition to proactively help improve customer experiences.

• In this role, you will be a part of a global team that provides 24x7 support to
• critical customer workloads deployed on Google Cloud. You will provide
• high-touch, response support for our most critical customers with environments,
• proactively owning end-to-end incident management to mitigate or resolve their
• most critical issues, and drive continuous improvements to improve workload
• reliability for the customers. The Mission Critical Services team’s focus on
• incident response, proactive solutions, and customer-centric supportability that
• helps avoid issues, and improve 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 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 and availability. 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
• developing, 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 developing teams, to find ways to improve the product,
• and drive production.
• * Work as part of a team that globally ensure 24-hour customer support. This
• will include a need to sometimes work non-standard work hours/shifts, and may
• include weekend work.