Technical Solutions Engineer, Compute, Google Cloud (English, Chinese Mandarin)

Minimum Qualifications:

• Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
• 5 years of experience with reading code in one or more core programming or scripting languages (e.g., C, C++, C#, Java, Python, JavaScript, Bash/Shell, Perl).
• 2 years of experience with computer networking and web technologies (e.g., HTTP, HTML, DNS, etc.) or system/network administrator level experience with Linux/Unix or other operating systems.
• Ability to communicate in English and Chinese Mandarin fluently, to interact with different regional customers and stakeholders.

Preferred Qualifications:

• Experience with any of the following IaaS solutions: Kubernetes, system virtualization, on-premise or hybrid cloud computing, cloud identity and security system, cloud monitoring and logging or local and cloud storage.
• Experience with any of the following cloud storage solutions: SQL database administration, Google App Engine, open source software communities, cloud networking solutions or distributed computing technology.
• Experience with computer networking.
• Excellent troubleshooting, attention to detail, and written and verbal communication skills.

About The Job

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. When customers cannot resolve issues themselves, your job is to ensure that we have the necessary tools and processes to swiftly resolve the issue. You will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting. Our Technical Solutions Engineering team is focused on customer needs and you will help drive the success of Google Cloud by understanding and advocating for our customers’ issues. You will be required to work in a shift pattern or non-standard work hours as required. This may include weekend work.

The Mission Critical Service (MCS) is a high-touch support offering for Google's most critical and high-value customers, and as the Technical Solutions Engineer (TSE), you will play a pivotal role in ensuring the stability and success of these customers' mission-critical environments. You will guide the customer through the onboarding process, assesses their needs, and helps set up services. You will also provide continuous support through regular reviews, follow-ups on action items, and assistance with tasks such as drill tests, alert configurations, and architectural changes.

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

• Manage the customer’s problem through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Google Cloud Platform products.
• Develop an in-depth understanding of Google's product technology and underlying architectures by troubleshooting, reproducing, determining the root cause for customer reported issues, and building tools for faster diagnosis.
• Act as a consultant and subject matter expert for internal stakeholders in engineering, sales, and customer organizations to resolve technical deployment obstacles and improve Google Cloud.
• Work closely with multiple product and engineering teams to find ways to improve the product, and interact with our Site Reliability Engineering (SRE) teams to drive high-quality production; understand customer issues and advocate for their needs with cross-functional teams.
• Be available for non-standard work hours or shifts which may include weekends.