1 day ago
Base Salary
$222k - $308k/yr
Responsibilities
- Manage customer problems through diagnosis, resolution, implementation of investigation tools, and productivity improvements.
- Troubleshoot, reproduce, and determine root causes for customer-reported issues on Google Cloud Platform products.
- Develop tools and product knowledge to accelerate technical issue diagnosis.
- Act as a technical consultant and subject matter expert for engineering, sales, customers, and other internal stakeholders.
- Advocate for customer needs with product and engineering teams and help improve product quality.
- Participate in globally coordinated 24-hour customer support coverage.
Requirements
- Bachelor's degree in Computer Science, Information Systems, a related technical field, or equivalent practical experience.
- 13 years of experience troubleshooting and advocating for customer needs and triaging technical issues.
- Experience reading or debugging code in Java, C, C++, Python, Shell, Perl, or JavaScript.
- Experience as a systems or network administrator using Linux/Unix operating systems and networking technologies including TCP/IP, routing, VPNs, VLANs, peering, and load balancing.
- Experience with web technologies such as HTTP, HTML, and JavaScript.
- Fluent English communication skills for client relationship management.
- Preferred: 10 years of technical consulting experience supporting large enterprise customers with high service-level objective and service-level agreement requirements.
- Preferred: 5 years managing a technical, customer-facing team.
- Preferred: experience with cloud computing, packet capture and analysis, artificial packet creation, load testing, traffic path analysis, SQL database administration, Google App Engine, open source software communities, cloud networking solutions, or distributed computing technology.
Benefits
- US base salary of $222000-$308000, plus a 25% bonus target, equity, and benefits.
- The role may require non-standard work hours or shifts to support global 24-hour customer coverage.
- Google provides additional benefits information through its benefits program.
Tech Stack
Categories
Solutions Engineering
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.