Solutions Engineer, Mission Critical Services, Storage, Google Cloud
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For Australian applicants:
At Google, we have a vision of empowerment and equitable opportunity for all Aboriginal and Torres Strait Islander peoples and commit to building reconciliation through Google’s technology, platforms and people and we welcome Indigenous applicants. Please see our Reconciliation Action Plan for more information.
For all the applicants:
This role requires you to work in a shift pattern or non-standard work hours as required. This will include weekend work.
Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Tokyo, Japan; Sydney NSW, Australia.
Minimum qualifications:
- Bachelor's degree in Science, Technology, Engineering, or equivalent practical experience.
- 6 years of experience troubleshooting and advocating for customers' needs, triaging technical issues, or software development.
- Experience creating content for technical audiences (e.g., developer documentation, industry white papers, Computer Science course material, or IT administration playbooks).
- Experience writing, reading, and debugging code in one of the following: Java, C, C++, Python, Go, or JavaScript.
- Experience solving issues related to web technologies (HTTP, HTML, DNS, TCP, etc.).
- Experience working with distributed systems.
Preferred qualifications:
- Experience in crisis response or escalation management across multiple teams.
- Experience developing developer tools (e.g. automation, testing, debugging).
- Experience with cloud-based serverless, storage, and networking technologies including App Engine or distributed computing.
- Experience as a System/Network Administrator supporting Linux/Unix systems, encompassing the OS Kernel to Shell, file systems, and client-server protocols.
- Experience in web or mobile app development with knowledge in SQL administration, schema design, and query profiling and of core data structures and concepts.
About the job
As a Mission Critical Services Solutions Engineer, you will own our large and important customer issues in addition to help improve customer experiences. You will be a part of a global team that provides 24x7 support to critical customer workloads deployed on Google Cloud. In this role, you will provide high-touch, rapid-response support for the most critical customers with complex environments, owning incident management to mitigate or resolve their most critical issues, and drive continuous improvements to improve workload reliability for the customers. You will troubleshoot and mitigate technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting. You will contribute to product adoption and reliability 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
- Resolve customer production deployment issues, ensuring product readiness, availability. Triage and handle critical technical escalations, including platform outages and executive concerns.
- Develop expertise in Google Cloud architecture by troubleshooting, reproducing, and determining the root cause for customer-reported issues, and by building diagnostic tools.
- Serve as a subject-matter-expert for internal stakeholders (Engineering, Sales, Product) to resolve technical deployment obstacles and advocate for customer needs to drive product improvement.
- Understand customer issues, advocate for their needs with internal teams, including Product and Engineering teams, to find ways to improve the product, and drive production.
- Work as part of a team of developers/consultants that globally ensure 24-hour customer support. This will include a need to sometimes work non-standard work hours/shifts, and will include weekend work.
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