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

As a High Touch Support Solutions Developer at Google Cloud, you will manage customer issues and proactively help improve customer experiences. You will be 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.

Responsibilities

• 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.

Minimum Qualifications

• 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., 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).

Preferred Qualifications

• 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 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.

Compensation

Canada: $138,000 - $141,000 CAD + 15% bonus target + equity + benefits

Bachelor's degree in Science, Technology, Engineering, or equivalent experience. 3+ years of experience troubleshooting customer issues or in software development. Experience with distributed systems, web technologies ( DNS, TCP), and coding in Java, C, C++, Python, or Go.