Minimum qualifications:
- Bachelor's degree in the field of Science, Technology, Engineering, Math, or equivalent practical experience.
- 4 years of experience in reading/debugging a general purpose coding language and in virtualization and orchestration frameworks.
- 4 years of experience in troubleshooting/advocating for customers' needs, and triaging technical issues.
- Experience with Linux/Unix or Windows systems, from the kernel to the shell, file systems, and client-server protocols.
- Ability to communicate in English and Mandarin fluently to communicate with different regional customers and stakeholders.
- Experience debugging complex workload issues across large-scale, multi-node environments.
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About the job
Our Technical Solutions Engineers manage customer challenges in addition to providing support to our other Support teams. In this role, you will be a part of a global team that provides support to help customers seamlessly make the switch to Google Cloud. You will troubleshoot technical challenges for customers with a mix of debugging, networking, system administration, documentation updating, and coding/scripting. You will make our products easier to adopt and to use by making improvements to the product, tools, processes, and documentation. You will help drive business growth of Google Cloud by recognizing and advocating for our customers' challenges.
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
- Work with customers on their production deployments to resolve issues and achieve product readiness, availability, and scale.
- Develop an in-depth understanding of Google Cloud's product technology and underlying architectures by troubleshooting, reproducing, and determining the root cause for customer-reported issues, building tools, and faster diagnosis.
- Act as consultant and subject matter expert for internal stakeholders in engineering, sales, customer organizations to resolve technical deployment obstacles and improve Google Cloud.
- 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/shifts, and may include weekend work.
- Understand customer issues, advocate for their needs with internal teams, including product and engineering teams, to find ways to improve the product, and drive production.