Cloud Technical Solutions Engineer, Workspace, Cloud Support

Minimum qualifications:

• Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
  
• 4 years of experience reading code in a general purpose coding language (e.g., Java, C, C++, Python, Shell, Go or JavaScript, etc.) or in system design.
  
• 4 years of experience troubleshooting and advocating for customers' needs, and triaging technical issues (e.g., hardware, software, application, operational, process).
  
• 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:

• Experience with designing or managing large distributed systems.
• Basic system/Network Administrator level knowledge of Linux/Unix or operating systems (from Kernel to Shell and beyond, file systems and client-server protocols).
• Understanding of one or more Internet technologies: web-tech (HTTP, DNS, TLS), email (SMTP, anti-spam, anti-phishing), networking (routing, TCP/IP), IP telephony (SIP, H323), Identity (AD, SSO, OAuth, AuthSub) and HTML5.

About the job

Technical Solutions Engineers at Google Cloud are responsible for managing our most significant customer issues and providing advanced support to our other support teams. As part of a global team offering 24/7 assistance, you'll help customers transition smoothly to Google Cloud. When customers encounter unresolved problems, you'll ensure we have the tools and processes to resolve them quickly and efficiently.

Your role will involve troubleshooting technical issues through a combination of debugging, networking, system administration, documentation updates, and occasional coding/scripting. You'll also contribute to improving our products, tools, processes, and documentation to enhance the overall customer experience. Driven by a customer-centric mindset, you'll advocate for our customers' needs and play a key role in driving the success of Google Cloud.

This role requires you to work in a shift pattern or non-standard work hours as required. This may include weekend work.

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.

The US base salary range for this full-time position is $106,000-$156,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

Responsibilities

• Manage the customer’s problem through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Google Workspace.
• Develop an in-depth understanding 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, for quicker identification and resolution of future issues.
• 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.
• 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.
• Understand customer issues and advocate for their needs proactively with cross-functional teams like Product Management or Software Engineering.