Cloud Technical Solutions Engineer, Networking

Google (Sydney NSW, Australia) 21 days ago

Minimum qualifications:

  • Bachelor's degree in Science, Technology, Engineering, Mathematics or equivalent practical experience.
  • Experience in reading or debugging code (e.g., Java, C, C++, .NET, Python, Shell, Perl, JavaScript).
  • Experience advocating for customer needs.

Preferred qualifications:

  • Experience implementing, administering, and troubleshooting network infrastructure devices, including: Firewalls, Routers, Switches, Wireless, and network monitoring tools.
  • 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 in SQL database administration, Google App Engine, open source software communities, Cloud networking solutions, and/or distributed computing technology.
  • Knowledge of Linux/Unix or Windows systems
  • Understanding of networking fundamentals (TCP/IP, Routing, VPNs, VLANs, Peering, Load Balancing, etc.). Knowledge of web technologies (HTTP, HTML, DNS 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 swiftly problem-solve technical issues for customers 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 Google Cloud business and in bringing our product portfolio into companies around the world.

Our Technical Solutions Engineers step in and manage our largest and most important customer challenges 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 coding/scripting. You will make our products easier to adopt and use by making improvements to the product, tools, processes, and documentation. Our team is driven by customer obsession, and you will help drive the success of Google Cloud by understanding and advocating for our customers’ challenges.

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 investigation tools to increase productivity for customer challenges 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 challenges, and building tools for faster diagnosis, so we can identify and resolve future challenges quickly.
  • 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.
  • Understand customer challenges and advocate for their needs with cross-functional teams like Product Management or Software Engineering.
  • 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, including weekends.

Note:


Applicants to this role must have work authorization in Australia. This role is not eligible for work visa sponsorship.



Due to the current health crisis related to COVID-19 and the escalating visa/travel restrictions in place, we're currently unable to extend offers to anyone who cannot work from Australia due to lockdown visa/travel restrictions, or other restrictive measures until further notice. Consequently, we will be prioritizing candidates who can start in this location by set date as expected. We're keeping the situation under review and would adjust our position should the restrictive measures be removed later on.

Cloud Technical Solutions Engineer, Networking

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