Cloud Technical Solutions Engineer, Networking (English)

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 Engineer, you will own large and important customer issues in addition to providing level two support to other support teams.You will be a part of a global team that provides 24x7 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 coding/scripting. You will make products easier to adopt by making improvements to the product, tools, processes and documentation. Your team is driven by customers and you will help drive the success of Google Cloud by understanding and advocating for customers issues.

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 problems through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Google Cloud Platform products.
• Develop knowledge 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.
• Understand customer issues and advocate for their needs with cross-functional teams including product and engineering teams to find ways to improve the product, and drive high-quality production.
• Work as part of a team of Engineers/Consultants that globally ensure 24 hour customer support. This will include a need to sometimes work non-standard work hours or shifts.

Qualifications

Minimum qualifications:

• Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
• 2 years of experience troubleshooting and advocating for customer needs, and triaging technical issues (e.g., hardware, software, application, operational, process).
• Experience reading or debugging code with one of the following: Java, C, C++, .NET, Python, Shell, Perl, or JavaScript.
• Ability to communicate in English fluently to support client relationship management in this region.

Preferred qualifications:

• Experience implementing, administering, and troubleshooting network infrastructure devices.
• 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.
• Experience with any of these cloud solutions: SQL database administration, Google App Engine, open source software communities, Cloud networking solutions, or distributed computing technology.
• System/network administrator level knowledge of Linux/Unix systems.
• Knowledge of networking fundamentals (TCP/IP, Routing, VPNs, VLANs, Peering, Load Balancing, etc.).
• Knowledge of basic web technologies (HTTP, HTML, DNS, TCP, etc.).