Google Cloud Platform team helps customers transform and build what's next for their business. 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).
Requirements
- 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).
- Experience in crisis response or escalation management across multiple teams, with the ability to influence momentum of incident response for critical customer issues.
- Experience working with any public cloud services and infrastructure (e.g., Google Cloud Platform).
- Experience as a system/network administrator working with Linux/Unix systems, from kernel to shell, file systems, and client-server protocols.
Responsibilities
- Troubleshoot technical problems for customers through debugging, networking, system administration, updating documentation, and coding/scripting.
- Make our products easier to adopt and use by making improvements to the product, tools, processes and documentation.
- 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 developing, 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 Developing teams, to find ways to improve the product, and drive production.
Other
- 6 years of experience troubleshooting and advocating for customers' needs, triaging technical issues, or software development.
- Work as part of a team that globally ensure 24-hour customer support. This will include a need to sometimes work non-standard work hours/shifts, and may include weekend work.
- Waterloo, ON, Canada; Austin, TX, USA
- Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
- We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
