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 or design patterns.
- Experience creating content for technical audiences and experience with web technologies (e.g., 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 working with public cloud services and infrastructure (e.g., Google Cloud Platform).
- Experience developing developer tools (e.g., automation, testing, debugging).
- 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 in crisis response or escalation management across multiple teams, with ability to influence momentum of incident response for critical customer issues.
- 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 Google Cloud Platform (GCP) 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, businesses, educational institutions and government agencies, see the benefits of our technology come to life. In this role, 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. You will be a part of a global team that provides 24/7 support to help customers seamlessly make the switch to Google Cloud. You will provide a high-touch, dedicated service to our most critical customers with environments, aiming to anticipate their needs, optimize product performance, and enable customer success across complex environments.
The High Touch Support team’s focus on proactive solutions and deep customer-centric supportability helps avoid issues, build stronger customer trust, enable customers' continuous growth and long term success on GCP. 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.
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, availability, and scale. Triage and handle technical escalations, including platform outages, technical issues, and executive concerns.
- Develop an in-depth 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 faster diagnosis.
- Act as consultant and SME for internal stakeholders in engineering, business, customer organizations to resolve technical deployment obstacles and improve Google Cloud.
- Understand customer issues, advocate for their needs with internal teams, and 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 issues, and travel up to 15% in-region for meetings and onsite delivery activities as needed.
