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., hardware, software, application, operational, process).
- 2 years of experience reading code in a general purpose coding language (e.g., Java, C, C++, Python, Shell, Go, JavaScript) or in system design.
- 1 year of experience in technical support, professional services, software development, or product operations management.
- Ability to communicate in English fluently as this is a customer-facing role that requires interactions in English.
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- 2 years of experience with 2 or more of the following: Web Tech, Data/Big Data, Systems Admin, Machine Learning, Networking, Kubernetes, Oracle, SAP.
- Experience in technical consulting on supporting large enterprise customers with high service-level objective and service-level agreement requirements.
- Experience with cloud computing (i.e., certifications, internships, coursework, etc.).
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
- File issue reports against product, documentation and procedures by documenting desired behavior and/or steps to reproduce, and driving bugs to resolution.
- Suggest code-level resolutions for complex product bugs by leveraging relevant tools and effective communication to all stakeholders internally and externally.
- Resolve technical incidents and escalations by performing analysis utilizing relevant tools (e.g., SQL, R, Python) and leveraging custom data infrastructure or existing data models as appropriate, and formulating and interpreting data to reach specific conclusions and next steps.
- Identify opportunities and build solutions to improve support or empower customers to solve issues by using self-service tools and documentation.