Top Customer Solutions Engineer I, Databases and Storage, Google Cloud

Mid • On-site

$123,000 - $176,000/yr

Austin, TX

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

Preferred qualifications:

Experience with SQL/NoSQL database administration, open source software communities, Cloud networking solutions, or distributed computing technology (serverless, storage, and developer tools).
Experience with web or mobile app development, troubleshooting database issues, schema design, and SQL query profiling.
Experience as a system/network administrator working with Linux/Unix systems, from kernel to shell, file systems, and client-server protocols.
Experience developing developer tools (e.g., automation, testing, debugging).
Experience working with public cloud services and infrastructure.
Experience in crisis response or escalation management 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 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 help customers seamlessly make the switch to Google Cloud. 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.

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, 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.

Google

Google LLC started as a PhD project by Larry Page and Sergey Brin in 1998 at Stanford University. Google LLC has blossomed into a behemoth of the tech world. With its mission to organize the world's information and make it universally accessible and useful, Google’s search engine is its crown jewel. Online advertising, via AdWords and AdSense, forms the backbone of its financial success. Beyond search, Google has ventured into cloud computing, hardware, and software development. The innovative PageRank algorithm revolutionized search engine technology, and surviving the dot-com bubble burst and going public in 2004 spurred its meteoric growth. Acquiring YouTube stands as a testament to Google’s strategic expansion.