Minimum qualifications:

• Bachelor's degree in Science, Technology, Engineering, Mathematics or equivalent practical experience.
• Experience in reading or debugging code with one or more of the following: Java, C, C++, Python, Shell, Perl, or JavaScript.
• Experience in advocating the customer needs.

Preferred qualifications:

• Experience with designing or managing large distributed systems.
• Experience with managing hosted services/SaaS.
• Experience with one or more of the following programming/scripting languages: Java, C, C++, .NET, Go, Python, shell, Perl, JavaScript.
• Knowledge of Linux/Unix or Windows.
• Understanding of one or more Internet technologies: web-tech (e.g., HTTP, DNS, TLS), email (e.g., SMTP, anti-spam, anti-phishing), networking (e.g., routing, TCP/IP), IP telephony (e.g., SIP, H323), Identity (e.g., AD, SSO, OAuth, AuthSub) and HTML5.

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 listen to the customer and swiftly problem-solve technical issues 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 Cloud business and helping companies around the world innovate.

Google Cloud accelerates organizations’ ability to digitally transform their business with the best infrastructure, platform, industry solutions and expertise. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology – all on the cleanest cloud in the industry. 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.

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 and Chrome.
• 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.