Google utilizes AI tools to assist in assessing candidates in our hiring processes.
Minimum qualifications:
- Bachelor's degree in Science, Technology, Engineering, or equivalent practical experience.
- 6 years of experience in troubleshooting and advocating for customers' needs, triaging technical issues, or software development.
- Experience writing, reading, and debugging code in Java, C, C++, Python, or Go.
- Experience working with distributed systems, distributed systems solutions, or design patterns.
- Experience with web technologies (e.g., HTTP, HTML, DNS, TCP, etc.).
Preferred qualifications:
- Experience working with public cloud services and infrastructure (e.g., Google Cloud Platform).
- 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 developing developer tools (e.g., automation, testing, and debugging).
- Experience in crisis response/escalation management across multiple teams with the ability to influence momentum of incident response for critical customer issues.
- Knowledge of networking fundamentals (e.g., load balancing, cloud storage, peering, TCP/IP, etc.).
- Understanding of Linux/Unix systems at system/network administrator level.
Responsibilities
- Work with customers on production deployments to resolve issues and achieve product readiness and availability. Triage and manage technical escalations, including platform outages, technical issues, and executive concerns.
- Develop an in-depth understanding of Google Cloud's product technology and architectures by troubleshooting, reproducing, and determining the root cause for customer-reported issues, building tools, and diagnosis.
- Act as consultant and subject matter expert for internal stakeholders in software development, sales, and customer organizations to resolve technical deployment obstacles and improve Google Cloud.
- Understand customer issues and advocate for their needs with internal teams, including product and software teams, to find ways to improve the product and drive production.
- Work as part of a team that globally ensures 24-hour customer support.