Customer Solutions Engineer, GKE, Assured Workloads

Google LLC • Austin, TX

28d

About The Position

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 Customer Solutions Engineer, you will own our large and important customer issues in addition to providing level two support to our other support teams. You will be a part of a global team that provides 24/7 support to help customers seamlessly make the switch to Google Cloud. You will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting. You will make our products easier to adopt and use by making improvements to the product, tools, processes and documentation. Our Technical Solutions team is driven by customers and you will help drive the success of Google Cloud by understanding and advocating for our customer 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.

Requirements

• Bachelor's degree in the field of Science, Technology, Engineering, Math or equivalent practical experience.
• 3 years of experience in troubleshooting and advocating for customer needs, and triaging technical issues (e.g., hardware, software, application, operational, process)
• 2 years of experience with computer networking and web technologies (e.g., HTTP, HTML, DNS, etc.).
• Experience in system administrators with Linux/Unix.
• Experience with one or more core programming or scripting languages (e.g., C, C++, C#, Java, Python, JavaScript, PowerShell, Bash/Shell, Perl, Visual Basic).

Nice To Haves

• Experience with customers on their production GKE/Anthos deployments to resolve issues and achieve product readiness, availability.
• Experience in computer networking (e.g., TCP/IP, Routing, Load balancing, etc.).
• Experience in debugging workload issues across multi-node environments.
• Ability to undergo additional background check clearance to work with Government clients.

Responsibilities

• Manage the customer problem through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Google Cloud Platform products.
• Develop an understanding of Google's product technology and underlying architectures by troubleshooting, reproducing, determining the root cause for customer reported issues, and building tools for 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.
• Work as part of a team of Engineers that globally ensure 24 hour customer support and include a need to sometimes work non-standard work hours or shifts.
• Work with Product and Engineering teams to improve the product and interact with Site Reliability Engineering teams to drive production. Understand customer issues and advocate their needs with cross-functional teams.

Benefits

• bonus
• equity
• benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Web Search Portals, Libraries, Archives, and Other Information Services
• Number of Employees: 5,001-10,000 employees