Technical Solutions Engineer, SAP Priority Solutions, Google Cloud

Minimum qualifications:

• Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
• 5 years of experience troubleshooting and advocating for customer needs, and triaging technical issues (e.g., hardware, software, application, operational, process).
  
• 5 years of experience coding and debugging in a general purpose programming language (e.g., Java, C, C++, Python, Go, Shell scripting, JavaScript) or in system design.
• 5 years of experience with two or more of the following: Web Tech, Data/Big Data, Systems Admin, Machine Learning, Networking, Kubernetes, SAP.
• Experience with SAP technologies and architecture/infrastructure needs, in compute infrastructure, supporting, developing, maintaining cloud solutions.

Preferred qualifications:

• Experience supporting SAP solutions in cloud platforms.
• Familiarity with SAP operations on public cloud around core production concepts (high availability, disaster recovery, multi-tenancy, scale-out and scale-up architectures, shared storage solutions, and clustering solutions, etc.).
• Familiarity with SAP proprietary technologies and architecture, including ABAP programming, Java programming, SAP HANA technology and administration.

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 Technical Solutions Developer, you will own our important customer issues in addition to providing Level Two support to our other support teams. You will be a part of a global team that provides support to help customers make the switch to Google Cloud.

In this role, you will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and, when needed, coding/scripting. You will make our products easier to adopt and use by making improvements to the product, tools, processes, and documentation. You will work in a shift pattern or non-standard work hours as needed, this may include weekend work.

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

• Understand customer impact, manage escalations through diagnosis, troubleshooting, and resolution on Google Cloud Platform (GCP) products through excellent customer management. Contribute to Supportability Developer, Product, Site Reliability Engineering (SRE), and Developer teams to improve product quality and reduce contact rate.
• Develop understanding of the SAP-on-GCP and SAP on Google Bare Metal Solutions (BMS) technologies and solutions by troubleshooting, reproducing, and determining root cause for issues.
• Act as subject matter expert for internal/external stakeholders and customer organizations, resolve technical deployment obstacles, and improve SAP-on-GCP/Bare Metal Solution (BMS) and other products through understanding issue management and resolution processing.
• Improve support experience for SAP-on-GCP/BMS by developing best practices/playbooks based on learnings from support of cloud-based SAP solutions according to customer requirements and technical implementations.