Technical Solutions Engineer, Infrastructure, Google Cloud

Google (Dublin, Ireland) 15 days ago

Minimum qualifications:

  • Bachelor's degree in a technical field or equivalent practical experience in technical support/professional services/software development/product operations management.
  • Experience reading/debugging in at least one: Java, C, C++, .NET, Python, Shell, Perl, JavaScript.
  • Experience troubleshooting and advocating for customers' needs.
  • Ability to work non-standard hours, weekends, holidays, and shift-based schedules.

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 or Windows systems.
  • Understanding of networking fundamentals (TCP/IP, Routing, VPNs, VLANs, Peering, Load Balancing, etc).
  • Understanding of basic web technologies (HTTP, HTML, DNS, TCP, etc).

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 engineered 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.

Our Technical Solutions Engineers step in and own our largest and most 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 24x7 support to help customers seamlessly make the switch to Google Cloud. When customers cannot resolve issues themselves, your job is to ensure that we have the necessary tools and processes to swiftly resolve the issue with as little customer effort as possible.



In this role, you'll troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting. You'll 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 customer obsession and you'll help drive the success of Google Cloud by understanding and advocating for our customers’ issues.

Google Cloud helps millions of employees and organizations empower their employees, serve their customers, and build what’s next for their business — all with technology built in the cloud. Our products are engineered for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. And our teams are dedicated to helping our customers & developers see the benefits of our technology come to life.

Responsibilities

  • Manage the customer’s problem through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Google Cloud Platform products.
  • 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.
  • 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 closely with multiple product and engineering teams to find ways to improve the product, and interact with our Site Reliability Engineering (SRE) teams to drive high-quality production.
  • Understand customer issues and advocate for their needs with cross-functional teams.

Technical Solutions Engineer, Infrastructure, Google Cloud

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