Minimum qualifications:
- 6 years of experience with IaaS solutions (e.g., Kubernetes, system virtualization, on-premise or hybrid cloud computing) and cloud storage solutions (e.g., SQL database administration, Google App Engine, cloud networking solutions, or distributed computing technology).
- 6 years of experience with networking fundamentals (e.g., TCP/IP, Routing, VPNs, VLANs, Peering, Load Balancing, etc.).
- 6 years of experience debugging/troubleshooting workload issues across multi-node environments, and with resolving P1 cases or incident management.
- Ability to communicate in German and English fluently to support client relationship management in this region.
- Ability to pass enhanced background checks and hold German Citizenship.
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Preferred qualifications:
- Experience as a large-scale distributed production environment operator (e.g., architectures, software stacks, operating practices).
- Experience with managing hosted services/SaaS including familiarity with one or more of the following programming/scripting languages: Java, C, C++, .NET, Go, Python, shell, Perl, JavaScript.
- Experience in troubleshooting and supporting large-scale applications such as web services, data storage, databases, data pipelines, high-performance computing, commerce engines, with Linux/Unix or Windows operating systems.
- Ability to analyze data using a structured query language.
- Ability to work at customer sites for periods of time to build trust and relationships during day-one, pre-production, and post-production phases.
About the job
As a Senior Technical Solutions Engineer, you will be a key technical liaison embedded within our GT3 customer environment, acting as a proactive problem-solver and a bridge between the customer and Google's support team. You'll take initiative and own important customer issues in addition to providing support to our other support teams. You will be a part of a global team that provides 24x7 support to help customers seamlessly make the switch to Google Cloud products. When customers cannot resolve issues themselves, your job is to 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. Our Technical Solutions team is focused on customer needs and you will help drive the success of Google Cloud by understanding and advocating for our customers' issues.
You will be required to work in a Shift Pattern or non-standard work hours as required. This may include weekend work.
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 GDC 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 as part of a team of Engineers/Consultants that globally ensure 24-hour customer support.
- Understand customer issues and advocate for their needs with cross-functional teams, like product and engineering, to find ways to improve the product and drive high-quality production.