Top Customer Solutions Developer, High Touch Support, Compute, Google Cloud

As a High Touch Support Solutions Developer, you will manage customer issues and proactively help improve customer experiences. You will be a part of a global team that provides 24x7 support to help customers seamlessly make the switch to Google Cloud. In this role, you will provide a high-touch, dedicated service to customers, aiming to anticipate their needs, optimize product performance, and enable customer success.

You will focus on proactive solutions and customer-centric supportability to help avoid issues, build customer trust, and enable customers’ continuous growth and long-term success on GCP. You will troubleshoot technical problems for customers through debugging, networking, system administration, updating documentation, and coding/scripting. You will make our products easier to adopt and use by making improvements to the product, tools, processes, and documentation., * Develop in-depth understanding of Google Cloud’s product technology and architectures by troubleshooting, reproducing, and determining the root cause for customer-reported issues, building tools and diagnosis.

• Act as consultant and subject matter expert for internal stakeholders in development, sales, and customer organizations to resolve technical deployment obstacles and improve Google Cloud.
• Understand customer issues and advocate their needs with internal teams, including Product and Development teams, to find ways to improve the product and drive production.
• Work as part of a team that globally ensures 24-hour customer support, including a need to sometimes work non-standard work hours/shifts and may include weekend work.
• Work with customers on their production Google Kubernetes Engine/Anthos deployments to resolve issues and achieve product readiness, availability, and scale. Triage and manage technical escalations, platform outages, technical issues, and executive concerns.

Experience driving progress, solving problems, and mentoring more junior team members; deeper expertise and applied knowledge within relevant area., * Bachelor’s degree in Science, Technology, Engineering, or equivalent practical experience.

• 3 years of experience troubleshooting and advocating for customers’ needs, triaging technical issues, or in software development.
• Experience working with distributed systems, distributed systems solutions, or design patterns.
• Experience with web technologies (e.g., HTTP, HTML, DNS, or TCP).
• Experience writing, reading, and debugging code in one of the following: Java, C, C++, Python, or Go.
• Experience creating content for technical audiences (e.g., developer documentation, industry white papers, computer science course material, or IT administration playbooks)., * Experience working with any public cloud services and infrastructure (e.g., Google Cloud Platform).
• Experience with cloud computing and debugging complex workload issues across large-scale, multi-node environments.
• Experience with one or more of the following solutions: system virtualization or on-premise or hybrid cloud computing.
• Experience developing developer tools (e.g., automation, testing, or debugging).
• Experience as a system/network administrator working with Linux/Unix systems, from kernel to shell, file systems, and client-server protocols.
• Experience in crisis response or escalation management across multiple teams with the ability to influence momentum of incident response for critical customer issues.

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.

Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

US: $127000 - $182000 (USD) + 15% bonus target + equity + benefits

Canada: $138000 - $141000 (CAD) + 15% bonus target + equity + benefits

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 alsoGoogle’s EEO Policy (https://www.google.com/about/careers/applications/eeo/) ,Know your rights: workplace discrimination is illegal (https://careers.google.com/jobs/dist/legal/EEOC_KnowYourRights_10_20.pdf) ,Belonging at Google (https://about.google/belonging/) , andHow we hire (https://careers.google.com/how-we-hire/) .

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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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