Google - Austin, TX
posted 3 months ago
The Google Cloud Platform team is dedicated to helping customers transform and build what's next for their business using technology built in the cloud. Our products are designed for security, reliability, and scalability, covering the full stack from infrastructure to applications to devices and hardware. 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 how businesses of all sizes use technology to connect with customers, employees, and partners. In the role of Cloud Technical Solutions Engineer, you will be responsible for troubleshooting technical problems for customers, which will involve a mix of debugging, networking, system administration, and coding/scripting when necessary. You will also be tasked with improving the product, tools, processes, and documentation to make our products easier to adopt and use. This position requires you to work in a shift pattern or non-standard work hours, which may include weekend work, as you will be part of a global team providing 24x7 support to help customers transition to Google Cloud seamlessly. Your role will involve managing customer problems through effective diagnosis and resolution, as well as implementing new investigation tools to enhance productivity for customer issues on Google Workspace. You will develop an in-depth understanding of Google's product technology and underlying architectures by troubleshooting and reproducing customer-reported issues, determining root causes, and building tools for faster diagnosis. Additionally, you will act 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 services. Understanding customer issues and advocating for their needs proactively with cross-functional teams like Product Management or Software Engineering will be a key part of your responsibilities.