Minimum qualifications:
- Bachelor's degree in the field of Science, Technology, Engineering, Math or equivalent practical experience.
- 4 years of experience coding in a general purpose coding language or in system design, troubleshooting and advocating for customers' needs, and triaging technical issues.
- Experience in advocating for customer needs.
- Experience reading or debugging code (i.e., one or more of the following: Java, C, C++, .NET, Python, Shell, Perl, JavaScript).
- Experience in technical support, professional services, software development, or product operations management.
- Ability to communicate English and Mandarin Chinese fluently to engage with Chinese speaking or English speaking customers.
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Preferred qualifications:
- Experience with computer networking.
- Experience with any of the following IaaS solutions: Kubernetes, system virtualization, on-premise or hybrid cloud computing, cloud identity and security system, cloud monitoring and logging, or local and cloud storage.
- Experience with any of the following cloud storage solutions: SQL database administration, Google App Engine, open source software communities, cloud networking solutions, or distributed computing technology.
- Knowledge of basic web technologies (e.g., HTTP, HTML, DNS, etc.).
- Knowledge of system/network administrator level of Linux/Unix or other operating systems.
- Excellent troubleshooting, attention to detail, and written and verbal communication skills.
About the job
The Google Cloud Platform team helps customers transform and build what's next for their business - all with technology built in the cloud. Our products are developed for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. Our teams are dedicated to helping our customers - developers, small and large businesses, educational institutions and government agencies - see the benefits of our technology come to life. As part of an entrepreneurial team in this rapidly growing business, you will play a key role in understanding the needs of our customers and help shape the future of businesses of all sizes use technology to connect with customers, employees and partners.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 problem through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Google Cloud Platform products.
- Develop an in-depth understanding 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.
- Work closely with multiple product and engineering teams to find ways to improve the product, and interact with our Site Reliability Engineering (SRE) teams to drive high-quality production. Understand customer issues and advocate for their needs with cross-functional teams.
- Be available for non-standard work hours or shifts which may include weekend.