Minimum qualifications:
- Bachelor's degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
- 2 years of experience troubleshooting and advocating for customers' needs, and triaging technical issues (e.g., Security, application, operational, process).
- 2 years of experience coding in a general purpose coding language (e.g., Java, C, C++, Python, Shell, Go, or JavaScript, etc.).
- Knowledge of Networking concepts, protocols, and services (e.g., Firewalls, DNS, HTTPS, SSL, TCP and UDP).
- Knowledge of common threat vectors for Cloud Customers (e.g., DDOS, malware injection, ransomware, credential compromise, etc.).
- Knowledge of cryptography (e.g., PKI, symmetric key, KMS, etc.).
- Knowledge of Cloud Concepts (e.g., identity, policies, permissions, authentication, authorization, etc.).
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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 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 customer problems through diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Google Cloud Platform products.
- Develop an understanding of Google's product technology and underlying architectures by troubleshooting, reproducing, and determining the root cause for customer reported issues, and building tools for 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 as part of a team of engineers/consultants that globally ensure customer support, and occasionally work non-standard work hours or shifts.
- 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 high-quality production.