Technical Solutions Engineer I, Infrastructure, Google Cloud

Minimum qualifications:

• Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
  
• 6 years of experience reading code in a general purpose coding language (e.g., Java, C, C++, Python, Shell, Go or JavaScript, etc.) or in system design.
  
• 4 years of experience troubleshooting and advocating for customers' needs, and triaging technical issues (e.g., hardware, software, application, operational, process).
  
• 4 years of experience with 2 or more of the following: Web Tech, Data/Big Data, Systems Admin, Machine Learning, Networking, Kubernetes, Oracle, SAP.
  

Preferred qualifications:

• 4 years of experience in technical consulting on supporting enterprise customers with service-level objective and service-level agreement requirements.
  
• Experience in any public cloud (GCP) services and infrastructure.
  
• Experience debugging complex workload issues.
  
• Experience with cloud computing (e.g., certifications, internships, coursework, etc.).
  
• Understanding of basic web technologies (e.g., HTTP, HTML, DNS, TCP, etc.).
  

About the job

The Google Cloud team helps companies, schools, and government seamlessly make the switch to Google products and supports them along the way. You listen to the customer and swiftly problem-solve technical issues to show how our products can make businesses more productive, collaborative, and innovative. You work closely with a cross-functional team of web developers and systems administrators, not to mention a variety of both regional and international customers. Your relationships with customers are crucial in helping Google grow its Cloud business and helping companies around the world innovate.

In this role, you will own important customer issues in addition to providing 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. When customers cannot resolve issues themselves, your job is to ensure that we have the necessary tools and processes to resolve the issue.

You will troubleshoot technical issues for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting. You will focus on customers need 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.

You will troubleshoot technical issues for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting. You will focus on customers need and you will help drive the success of Google Cloud by understanding and advocating for our customers issues.

Responsibilities

• Identify issue reports against product, documentation and procedures by documenting desired behavior or steps to reproduce, and driving bugs to resolution.
  
• Suggest code-level resolutions for complex product bugs by leveraging relevant tools and effective communication to all stakeholders internally and externally.
  
• Resolve technical incidents and escalations by performing analysis utilizing relevant tools (e.g., SQL, R, Python) and leveraging custom data infrastructure or existing data models as appropriate, and formulating and interpreting data to reach specific conclusions and next steps.
  
• Identify opportunities and build solutions to improve support or empower customers to solve issues by using self-service tools and documentation.