7 hours ago
Waterloo, Canada +2 moreMid Level
H1B sponsor
Base Salary
$152k - $221k/yr
Responsibilities
- Resolve customer issues in production deployments and achieve product readiness and availability.
- Triage and manage technical escalations involving platform outages, technical issues, and executive concerns.
- Troubleshoot, reproduce, and determine root causes for customer-reported issues while building diagnostic tools.
- Act as a technical consultant and subject matter expert for software development, sales, and customer organizations.
- Advocate for customer needs with product and software teams to improve Google Cloud.
- Participate in a global team providing 24-hour customer support.
Requirements
- Bachelor's degree in Science, Technology, or Engineering, or equivalent practical experience.
- Six years of experience troubleshooting and advocating for customers, triaging technical issues, or developing software.
- Experience writing, reading, and debugging code in Java, C, C++, Python, or Go.
- Experience with distributed systems, distributed-systems solutions, or design patterns.
- Experience with web technologies such as HTTP, HTML, DNS, and TCP.
- Fluent Mandarin communication skills to support customer relationships.
- Preferred experience with public cloud services and infrastructure, including Google Cloud Platform.
- Preferred experience with packet capture and analysis, artificial packet creation, load testing, and traffic path analysis.
- Preferred experience developing developer tools for automation, testing, and debugging.
- Preferred experience with crisis response and escalation management across multiple teams.
- Knowledge of networking fundamentals such as load balancing, cloud storage, peering, and TCP/IP.
- Understanding of Linux/Unix systems at a system or network administrator level.
Benefits
- US base salary is $152000-$221000 plus a 15% bonus target, equity, and benefits.
- Canada base salary is $170000-$174000 plus a 15% bonus target, equity, and benefits.
- The role participates in a global 24x7 customer-support organization.
- Work supports customers across Google Cloud environments and production deployments.
About Google
Google builds consumer and enterprise software and services including Search, Android, YouTube, Chrome, Maps, Gmail, and Google Cloud. Its business model centers on digital advertising and paid cloud, software, and hardware offerings (e.g., Pixel and Nest) for consumers, developers, and organizations. Founded in 1998 and headquartered in Mountain View, California, Google operates globally as a subsidiary of Alphabet Inc.