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Senior Customer Reliability Engineer, Customer Reliability and Incident Management

GoogleDublin, Ireland

Minimum qualifications:

  • Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
  • 9 years of experience troubleshooting and advocating for customer needs, and triaging technical issues (e.g., hardware, software, application, operational, process).
  • Experience in reading/debugging code written in a general purpose coding language (e.g., Java, C, C++, Python, Shell, Go or JavaScript, etc.) and in virtualization and orchestration frameworks.
  • Experience troubleshooting and advocating in a customer-facing environment, and triaging technical issues (e.g., hardware, software, application, operational, process).
  • Experience with incident management and response in a distributed systems environment.

Preferred qualifications:

  • 5 years of experience in a technical role such as Site Reliability Engineering, Technical Solutions Engineering, Software Engineering, Customer Engineering, or professional services.
  • Experience in applying SRE principles to improve the reliability and performance of systems.
  • Experience with facilitating resilience exercises and post-incident reviews.
  • Experience in managing technical escalations and communicating with executive stakeholders.
  • Ability to lead and influence in a collaborative, cross-functional environment and also analyze systems, specifically Non-Abstract Large- Scale System Design (NALSD).
  • Excellent communication and people skills with the ability to convey technical concepts to audiences.

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.

As a Senior Customer Reliability Engineer, you will be a pivotal individual contributor on the CRIM team. You will be entrusted with providing technical leadership directly to customers. You will guide customers in adopting SRE principles, navigating incidents, and ultimately building more reliable systems on Google Cloud.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

  • Collaborate with customers on production deployments to resolve issues, ensuring product readiness, availability, and scalability while triaging and managing technical escalations, platform outages, technical issues, and executive concerns.
  • Develop an in-depth understanding of Google Cloud’s product technology and architectures by troubleshooting, reproducing, and determining root causes for customer-reported issues, building tools, and enabling faster diagnosis.
  • Serve 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.
  • Analyze customer issues and needs with internal teams, including Product and Engineering, to find ways to improve the product and drive production.
  • Contribute as part of a global team of developers and consultants to ensure 24-hour customer support, which may require working non-standard hours or weekend shifts.

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Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.

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.

To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.
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