Customer Solutions Engineer, Databases and Storage, Google Cloud

Minimum Qualifications:

• Bachelor's degree in Science, Technology, Engineering, or equivalent practical experience.
• 3 years of experience in troubleshooting and advocating for customer's needs, managing technical issues, or software development.
• Experience in creating content for technical audiences (e.g., developer documentation, industry white papers, Computer Science course material, or IT administration playbooks).
• Experience in writing, reading, and debugging code in one of the following: Java, C, C++, Python, or Go.
• Experience in working with distributed systems, including common solutions or design patterns.
• Experience with web technologies (e.g., HTTP, HTML, DNS, TCP, etc.).

Preferred Qualifications:

• Experience with web or mobile app development, troubleshooting database issues, schema design, and SQL query profiling.
• Experience in crisis response or escalation management across multiple teams, with ability to influence momentum of incident response for customer issues.
• Experience in developing developer tools (e.g., automation, testing, debugging).
• Experience working with public cloud services and infrastructure (e.g., Google Cloud Platform).
• Experience with SQL/NoSQL database administration, Google App Engine, open source software communities, cloud networking solutions, or distributed computing technology.
• Experience as a system/network administrator working with Linux/Unix systems, from kernel to shell, file systems, and client-server protocols.

About The Job

The High Touch Support team’s focus on solutions and customer-centric supportability and helps to avoid issues, build customer trust, and enable customer's growth and success on Google Cloud Platform (GCP).

In this role, you will be a part of a global team that provides support to help customers make the switch to Google Cloud. You will provide a dedicated service to the customers, aiming to anticipate their needs, optimize product performance, and enable customer success. You will troubleshoot technical problems for customers with debugging, networking, system administration, updating documentation, and coding/scripting. You will make the 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.

Responsibilities

• Work with customers on their production deployments to resolve issues and achieve product readiness, availability, and scale. Triage and manage technical escalations, including platform outages, technical issues, and executive concerns.
• Develop an understanding of Google Cloud's product technology and underlying architectures by troubleshooting, reproducing, and determining the root cause for customer-reported issues, building tools, and faster diagnosis.
• Act as a consultant and subject matter expert for internal stakeholders in engineering, business, and customer organizations to resolve technical deployment obstacles and improve Google Cloud.
• Understand customer issues, advocate for their needs with internal teams, and find ways to improve the product and drive production.
• Work as part of a team of developers/consultants that globally ensure customer support. Work non-standard work hours/shifts including weekend work.