Minimum qualifications:
- Bachelor's degree in the field of Science, Technology, Engineering, Math or equivalent practical experience in technical support, professional services, software development, or product operations management.
- 4 years of experience coding in a general purpose language or system design, troubleshooting/advocating for customers' needs, and triaging technical issues.
- Ability to communicate in English and Mandarin Chinese fluently to communicate with different regional customers and stakeholders.
- 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.
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About the job
Our Technical Solutions Engineers manage customer challenges in addition to providing level two 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
- 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, business, 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.