Minimum qualifications:
- Bachelor's degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
- 4 years of experience with two or more of the following: Web Tech, Data/Big Data, Systems Admin, Machine Learning, Networking, Kubernetes, Oracle, SAP.
- Experience reading or debugging code using Java, C, C++, .NET, Python, Shell, Perl, or JavaScript.
- Ability to communicate in English and Japanese fluently to interact with external and internal stakeholders.
- Experience in customer advocacy.
- Experience in Kubernetes, System Virtualization (e.g., VMWare/ESXi, Hyper-V, etc.), On-premises/Hybrid Cloud, Cloud Identity/Security, Cloud Monitoring/Logging, and Storage.
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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.
In this role, you will be a part of a global team that provides 24x7 support to help customers seamlessly make the switch to Google Cloud. You will ensure that we have the necessary tools and processes to swiftly resolve the issue. You will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting. You will identify the root problem and improve supportability by working with a team of engineers and product managers. You will make our products easier to adopt and use by making improvements to the product, tools, processes and documentation. You will help drive the success of Google Cloud by understanding and advocating for our customers issues.
Google Cloud accelerates every organization's ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google's cutting-edge 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
- Manage the customer's problems through effective diagnosis, resolution, or 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 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.