Top Customer Solutions Engineer, Networking, Google Cloud (English, Mandarin)
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Google will be prioritizing applicants who have a current right to work in Singapore, and do not require Google's sponsorship of a visa.
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 6 years of experience troubleshooting and advocating for customers' needs, triaging technical issues, or software development.
- Experience writing, reading, and debugging code in Java, C, C++, Python, or Go, including working with distributed systems, solutions, design patterns, or best practices.
- Experience creating content for technical audiences and experience with web technologies (HTTP, HTML, DNS, TCP, etc.).
- Ability to participate in on-call rotation, including non-standard working hours, nights, weekends and holidays.
- Ability to communicate in English and Mandarin to support client relationship management in this region.
Preferred qualifications:
- Experience in crisis response or escalation management across multiple teams, with the ability to influence momentum of incident response for critical customer issues.
- Experience using techniques such as packet capture/packet analysis, artificial packet creation, load testing, and traffic path analysis to troubleshoot network latency, packet loss, and other performance issues at the packet level.
- Experience working with any public cloud services and infrastructure.
- Experience developing developer tools (e.g., automation, testing, debugging).
- Knowledge of networking fundamentals (e.g., Load Balancing, Cloud Storage, Peering, TCP/IP, etc.).
- Knowledge of Linux or Unix systems at a System/network administrator level.
About the job
The High Touch Support team’s focus on solutions and customer-centric supportability and helps to avoid issues, build customer trust, and 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. You will troubleshoot technical problems for customers with 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
- Work with customers on their production deployments to resolve issues and achieve product readiness and availability.
- Develop an understanding of Google Cloud's product technology and underlying architectures by troubleshooting, reproducing, and determining the root cause for customer-reported issues, building tools, and diagnosis.
- Serve as consultant and subject-matter-expert for internal stakeholders in engineering, sales, customer organizations to resolve technical deployment obstacles and improve Google Cloud.
- 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.
- Participate in rotating on-call schedules including during nights, weekends and holidays, to ensure prompt and proper resolution of customer-impacting technical challenges, as well as travel up to 15% in-region for meetings and onsite delivery activities as needed.
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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.
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