Top Customer Solutions Engineer, Mission Critical Services for Financial Exchanges, High Touch Support, Google Cloud

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 (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, Go, or JavaScript.
• Experience with network troubleshooting, including one tracing tool (e.g., tracerouter, mtr) and one packet capture tool (e.g., tcpdump, Wireshark).

Preferred qualifications:

• Experience working with distributed systems, and cloud services and infrastructure.
• Experience with terminology/concepts associated with the financial exchange industry.
• Experience with networking protocols supporting ultra low latency systems (e.g., multicast routing, time synchronization, tiered NTP).
• Experience with packet capture/analysis, artificial packet creation, load testing, and traffic path analysis.
• Experience in crisis response or escalation management across teams, with the ability to influence momentum of incident response for critical customer issues.
• System/network administrator level knowledge of Linux/Unix systems, web technologies (e.g., HTTP, HTML, DNS), and networking fundamentals (e.g., Load Balancing, Cloud Storage, Peering, TCP\IP).

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 Solutions Engineers own our large and important customer issues and proactively help improve customer experiences. You will be a part of a global team that provides 24x7 support to critical financial exchange customer workloads. In this role, you will provide high-touch, rapid-response support for Ultra Low Latency Systems (ULLS) that power mission-critical workloads supporting financial exchange operators. You proactively own end-to-end incident management in response to fairness, loss, and latency SLO violations.

The Mission Critical Services team’s focus is on rapid incident response, proactive solutions, and deep customer-centric supportability to help avoid issues, and improves 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.

The US base salary range for this full-time position is $123,000-$176,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

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 engineering, sales, and customer organizations to resolve technical deployment obstacles and improve Google Cloud.
• 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.
• Work as part of a team that globally ensures 24-hour customer support. This will include a need to sometimes work non-standard work hours/shifts, and may include weekend work.