Minimum qualifications:

Bachelor's degree in Science, Technology, Engineering, or equivalent practical experience.
6 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, Go, or JavaScript.
Experience working with distributed systems, and with common solutions, design patterns, or best practices.
Experience with web technologies (e.g., HTTP, HTML, DNS, TCP, etc.).

Preferred qualifications:

Experience working with any public cloud services and infrastructure (e.g., Google Cloud Platform).
Experience developing tools (e.g., automation, testing, debugging).
Experience in crisis response or escalation management across multiple teams, with the ability to influence momentum of incident response for critical customer issues.
Experience using techniques such as packet capture/packet analysis, artificial packet creation, load testing, and traffic path analysis to troubleshoot network latency, packet loss, and other performance issues at the packet level.
Knowledge of networking fundamentals (e.g., Load Balancing, Cloud Storage, Peering, TCP\IP, etc.).
Knowledge of Linux or Unix systems.

About the job:

The Google Cloud team helps companies, schools, and government seamlessly make the switch to Google products and supports them along the way. You listen to the customer and swiftly problem-solve technical issues to show how our products can make businesses more productive, collaborative, and innovative. You work closely with a cross-functional team of web developers and systems administrators, not to mention a variety of both regional and international customers. Your relationships with customers are crucial in helping Google grow its Cloud business and helping companies around the world innovate.

The Mission Critical Services Solutions Engineers own customer issues and help improve customer experiences. You will be a part of a global team that provides constant support to critical customer workloads deployed on Google Cloud. In this role, you will provide high-touch support for customers, owning incident management to mitigate or resolve critical issues, and drive continuous improvements to improve workload reliability for the customers.

The Mission Critical Services team focuses on rapid incident response, proactive solutions, and customer-centric supportability helps avoid issues and improve the resiliency of customer mission-critical environments deployed on GCP. You will troubleshoot and mitigate technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and coding/scripting when needed. You will contribute to product adoption and reliability 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 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 of developers/consultants that globally ensure 24-hour customer support, this includes working non-standard work hours/shifts and may include weekend work.

Solutions Engineer, Mission Critical Services, Networking, Google Cloud

Job Description