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X Note: By applying to this position you will have an opportunity to share your preferred working location from the following:
Sunnyvale, CA, USA; Austin, TX, USA.
Minimum qualifications: - Bachelor's degree in Computer Science, Information Systems, a related technical field, or equivalent practical experience.
- 13 years of experience troubleshooting and advocating for customers needs, and triaging technical issues (e.g., networking, software, application, operational, process).
- Experience reading or debugging code with one of the following: Java, C, C , Python, Shell, Perl, or JavaScript.
- Experience as a systems/network administrator, with Linux/Unix or operating systems, including TCP/IP, Routing, VPNs, VLANs, peering, load balancing, etc.
- Experience working with web technologies (HTTP, HTML, Javascript, etc.).
- Ability to communicate in English fluently to support client relationship management.
Preferred qualifications: - 10 years of experience in technical consulting on supporting large enterprise customers with high service-level objective and service-level agreement requirements.
- 5 years of experience managing a technical, customer-facing team.
- Experience with cloud computing (i.e., certifications, internships, coursework, etc.).
- 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.
Responsibilities - Manage customer problems through effective diagnosis, resolution, and implementation of new investigation tools to increase productivity for customer issues on Google Cloud Platform products.
- Develop knowledge 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.
- Understand customer issues and advocate for their needs with cross-functional teams including product and engineering teams to find ways to improve the product, and drive high-quality production.
- 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.
Individual pay is determined by factors including job-related skills, experience, and relevant education or training.
US: $222000 - $308000 (USD) 25% bonus target equity benefits
Learn more about benefits at Google .
