About

MINIMUM QUALIFICATIONS

• * Bachelor's degree in Science, Technology, Engineering, or equivalent
• practical experience.
• * 6 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 distributed systems
• solutions, design patterns, or best practices.
• * Experience with web technologies (e.g., HTTP, HTML, DNS, TCP).

PREFERRED QUALIFICATIONS

• * Experience in crisis response or escalation management across multiple teams,
• with the ability to influence momentum of incident response for critical
• customer issues.
• * Experience working with any public cloud services and infrastructure (e.g.,
• Google Cloud Platform).
• * Experience as a system/network administrator working with Linux/Unix systems,
• from kernel to shell, file systems, and client-server protocols.
• * Experience with cloud computing and debugging complex workload issues across
• large-scale, multi-node environments.
• * Experience with one or more of the following solutions: system
• virtualization, on-premise or hybrid cloud computing.
• * Experience developing developer tools (e.g., automation, testing, debugging).

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 High Touch Support Solutions Developer, you will own our large and
• important customer issues in addition to proactively helping improve customer
• experiences. 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 provide a high-touch, dedicated service to our most critical customers with
• complex environments, aiming to anticipate their needs, optimize product
• performance, and enable customer success across complex environments.

• The High Touch Support team’s focus on proactive solutions and customer-centric
• supportability helps avoid issues, build customer trust, enable customers'
• continuous growth and long term success on Google Cloud Platform (GCP). You will
• troubleshoot technical problems for customers through debugging, networking,
• system administration, updating documentation, and coding/scripting. You will
• make our products easier to adopt and use 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
• 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.