Cloud Technical Solutions Engineer, Workspace, Assured Workloads
Google - Austin, TX
posted 7 months ago
About the position
As a Cloud Technical Solutions Engineer for Google Workspace, you will play a pivotal role in managing and resolving some of the most significant customer issues while providing level two support to other support teams. This position is part of a global team that operates 24/7, ensuring that customers can transition smoothly to Google Cloud. Your primary responsibility will be to troubleshoot technical problems that customers encounter, utilizing a combination of debugging, networking, system administration, and coding/scripting when necessary. You will also be tasked with improving the overall customer experience by enhancing the product, tools, processes, and documentation related to Google Cloud services. In this role, you will be expected to develop a deep understanding of Google's product technology and its underlying architectures. This involves troubleshooting customer-reported issues, reproducing problems, determining root causes, and building tools that facilitate faster diagnosis and resolution of future issues. You will act as a consultant and subject matter expert for internal stakeholders, including Engineering and Sales teams, to help resolve technical deployment obstacles and enhance the Google Cloud experience for customers. Your work will be driven by a strong customer obsession, advocating for their needs and ensuring that their issues are addressed promptly and effectively. This role may require you to work in a shift pattern or during non-standard hours, including weekends, to provide continuous support to customers. By joining Google Cloud, you will contribute to the digital transformation of organizations worldwide, leveraging cutting-edge technology to solve critical business challenges.
Responsibilities
- Manage the customer's problem through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Google Workspace.
- Develop an in-depth understanding of Google's product technology and underlying architectures by troubleshooting, reproducing, determining the root cause for customer reported issues, and building tools for faster diagnosis, identification, and resolution of future issues.
- 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.
- Work as part of a team of Engineers/Consultants that globally ensure 24 hour customer support, which may include working non-standard work hours or shifts.
- Understand customer issues and advocate for their needs proactively with cross-functional teams like Product Management or Software Engineering.
Requirements
- Bachelor's degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
- 4 years of experience coding in a general purpose coding language (e.g., Java, C, C++, Python, Shell, Go, JavaScript, etc.) or in system design.
- 4 years of experience troubleshooting, advocating for customers' needs, and triaging technical issues (e.g., hardware, software, application, operational, process).
Nice-to-haves
- Experience with designing or managing large distributed systems.
- Experience with managing hosted services/SaaS including familiarity with one or more of the following programming/scripting languages: Java, C, C++, .NET, Go, Python, Shell, Perl, JavaScript.
- Understanding of one or more Internet technologies: web-tech (e.g., HTTP, DNS, TLS), email (e.g., SMTP, anti-spam, anti-phishing), networking (e.g., routing, TCP/IP), IP telephony (e.g., SIP, H323), Identity (e.g., AD, LDAP, SSO, OAuth, AuthSub), and HTML5.
- Knowledge of Linux/Unix or Windows systems at a basic system/network administrator level.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- 401(k) plan with matching contributions
- Paid time off
- Employee stock purchase plan
- Tuition reimbursement
- Professional development opportunities
- Flexible work hours
- Wellness programs
