Top Customer Solutions Engineer, High Touch Support, Compute, Google Cloud

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 in 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 with web technologies (e.g., HTTP, HTML, DNS, or TCP).
• Experience working with distributed systems and in distributed systems solutions, design patterns, or best practices.

Preferred qualifications:

• Experience working with any public cloud services and infrastructure (e.g., Google Cloud Platform).
• 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, or debugging).
• Experience as a system/network administrator working with Linux/Unix systems, from kernel to shell, file systems, and client-server protocols.
• Experience in crisis response or escalation management across multiple teams with the ability to influence momentum of incident response for critical customer issues.

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 High Touch Support Solutions Engineers step in and 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 is on proactive solutions and customer-centric supportability to help avoid issues, build customer trust, and enable customers' continuous growth and long-term success on 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.

The US base salary range for this full-time position is $147,000-$216,000 + 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

• 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 and advocate 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, including a need to sometimes work non-standard work hours/shifts, and may include weekend work.
• Work with customers on their production Google Kubernetes Engine/Anthos deployments to resolve issues and achieve product readiness, availability, and scale. Triage and handle technical escalations, platform outages, technical issues, and executive concerns.