Top Customer Solutions Engineer, High Touch Support, Data Analytics
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Minimum qualifications:
- Bachelor's degree in Computer Science or equivalent practical experience.
- 6 years of experience with two or more of the following: Web Tech, Data/Big Data, Systems Admin, Machine Learning, Networking, Kubernetes, Oracle, SAP.
- Experience designing cloud enterprise solutions and supporting customer projects to completion.
- Experience coding in one or more general purpose languages (e.g., Python, Java, Go, C or C++) including data structures, algorithms, and software design.
- Experience in customer advocacy.
Preferred qualifications:
- Experience with Linux/Unix or other operating systems (e.g., Kernel to Shell, file systems, client-server protocols).
- Experience in administering and querying data in distributed or investigative oriented databases or distributed data processing frameworks.
- Experience with open source distributed storage and processing utilities in the Apache Hadoop family or workflow orchestration products.
- Experience in data analytics, warehousing, ETL development, data science or other Big Data applications.
- Knowledge in Web application development/deployment, HTTP/RESTful Application Programming Interface (API) troubleshooting, or database design/troubleshooting.
- Knowledge of Networking fundamentals (Transmission Control Protocol/Internet Protocols (TCP/IP), Routing, Virtual Private Networks (VPNs)).
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.The High Touch Support team’s focus on solutions and customer-centric supportability helps avoid issues, build stronger customer trust, enable customer's growth and success on Google Cloud Platform (GCP).
In this role, you will be a part of a global team that provides support to help customers make the switch to Google Cloud. You will provide a dedicated service to the customers aiming to anticipate their needs, optimize product performance, and enable customer success across complex environments. You will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and coding/scripting. You will make the products easier to adopt and use by making improvements to the product, tools, processes and documentation.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 issues through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Google Cloud Platform products.
- Understand Google's product technology and 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.
- 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 quality production.
- 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.
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If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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