Minimum qualifications:
- Bachelor's degree in Computer Science, Engineering or equivalent experience.
- 2 years of experience coding in a general purpose coding language (e.g., Java, C, C++, Python, Shell, Go or JavaScript, etc.) or in system design.
- 2 years of experience troubleshooting and advocating for customers needs, and triaging technical issues (e.g., hardware, software, application, operational, process).
- Public cloud certifications or traditional Oracle certifications.
- Experience collecting and analyzing common trace files, network packet tracing, memory dumps, oracle logs, Real Application Clusters (RAC) logs, analyze operating system performance metrics (OS), metrics for network, memory, processing and input/output(IO) troubleshooting.
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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 every organization's ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google's technology, and tools that help developers build more sustainably. 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
- Understand customer impact, handle escalations through diagnosis, trouble-shooting and resolution on Google Cloud Platform (GCP) products through customer management.
- Contribute to engineering with product, Site Reliability Engineering(SRE) to improve product quality and reduce contact rate. Interact with necessary teams to drive quality response to outages and minimize impact on customers, and improve support experience for Oracle-on-GCP by developing best practices based on learnings from other customers.
- Act as subject-matter-expert for internal stakeholders in engineering, sales and external partners to resolve technical deployment obstacles and improve interoperability with GCP and other products.
- Learn GCP native databases and help customers migrate from legacy to modern GCP databases (Spanner, BigQuery, BigTable).
- Work as part of a team of Technical Solutions Engineersglobally to ensure 24 hour customer support. This will include to work non-standard work hours or shifts.