Cloud Technical Solutions Engineer

Minimum qualifications:

• Bachelor's degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
• 4 years of experience coding in a general purpose coding language (e.g., Java, C, C++, Python, Shell, Go, JavaScript, etc.) or in system design.
• 4 years of experience troubleshooting, advocating for customers' needs, and triaging technical issues (e.g., hardware, software, application, operational, process).
  

Preferred qualifications:

• Experience with designing or managing large distributed systems.
• 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.
• Understanding of one or more Internet technologies: web-tech (e.g., HTTP, DNS, TLS), email (e.g., SMTP, anti-spam, anti-phishing), networking (e.g., routing, TCP/IP), IP telephony (e.g., SIP, H323), Identity (e.g., AD, LDAP, SSO, OAuth, AuthSub), and HTML5.
• Knowledge of Linux/Unix or Windows systems at a basic system/network administrator level (from Kernel to Shell and beyond, file systems, and client-server protocols).
  

About The Job

Our Technical Solutions Engineers own some of our largest and most important customer issues in addition to providing level two 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. When customers cannot resolve issues themselves, your job is to ensure that we have the necessary tools and processes to swiftly resolve the issue with as little customer effort as possible.

You will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting. You will make our products easier to adopt and use by making improvements to the product, tools, processes, and documentation. Our Technical Solutions team is driven by customer obsession and you will help drive the success of Google Cloud by understanding and advocating for our customers’ issues.

This role requires you 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.

The US base salary range for this full-time position is $117,000-$172,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google .

Responsibilities

• Manage the customer’s problem through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Google Workspace.
• 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, identification, and resolution of future issues.
• 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. This will include a need to sometimes work non-standard work hours or shifts.
• Understand customer issues and advocate for their needs proactively with cross-functional teams like Product Management or Software Engineering.