Technical Solutions Engineer, High Touch Support

Minimum qualifications:

• Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
  
• 4 years of experience coding in a general purpose coding language or in system design, and with troubleshooting and advocating for customers' needs, and triaging technical issues.
  
• 4 years of experience with 2 or more of the following: Web Tech, Data/Big Data, Systems Admin, Machine Learning, Networking, Kubernetes, Oracle, SAP.
  

Preferred qualifications:

• 4 years of experience in technical consulting on supporting large enterprise customers with high service-level objective and service-level agreement requirements.
  
• Experience in Computer Networking (e.g., TCP/IP, Routing, Load balancing, etc.).
  
• Experience with cloud computing.
  
• Experience debugging workload issues across multi-node environments.
  
• Experience working with public cloud services and infrastructure.
  
• Knowledge of web technologies (e.g., HTTP, HTML, DNS, TCP, etc.).

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 Google Cloud Platform team helps customers transform and build with technology built in the cloud. Products are developed for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. The team is dedicated to helping customers, developers, small and large businesses, educational institutions and government agencies see the benefits of technology. In this role, you will play a key role in understanding the needs of customers and will help shape the future of businesses of all sizes to use technology to connect with customers, employees, and partners.

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

• File issue reports against product, documentation and procedures by documenting desired behavior or steps to reproduce, and driving bugs to resolution.
  
• Suggest code-level resolutions for product bugs by leveraging tools and communication to all stakeholders internally and externally.
  
• Resolve technical incidents and escalations by performing analysis utilizing tools (e.g., SQL, R, Python) and leveraging custom data infrastructure or existing data models as appropriate, and formulating and interpreting data to reach specific conclusions and next steps.
  
• Identify opportunities and build solutions to improve support or empower customers to solve issues by using self-service tools and documentation.