Top Customer Solutions Engineer, Networking, Google Cloud

Google is a leading technology company, and they are seeking a Top Customer Solutions Engineer to join their Google Cloud Platform team. In this role, you will troubleshoot technical problems for customers, enhance product performance, and provide dedicated support to critical customers in challenging environments.

Responsibilities:

• Work with customers on their production deployments to resolve issues and achieve product readiness and availability. Triage and handle technical escalations, including platform outages, technical issues, and executive concerns
• Develop an 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 engineering, sales, and customer organizations to resolve technical deployment obstacles and improve Google Cloud
• Understand customer issues and advocate for their needs with internal teams, including Product and Engineering teams, to find ways to improve the product and drive production
• Work as part of a team that globally ensures 24-hour customer support. This will include a need to sometimes work non-standard work hours/shifts and may include weekend work

Requirements:

• 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 creating content for technical audiences (e.g., developer documentation, industry white papers, computer science course material, or IT administration playbooks)
• Experience writing, reading, and debugging code in one of the following: Java, C, C++, Python, or Go
• Experience working with distributed systems and experience in distributed systems solutions, design patterns, or best practices
• Experience with web technologies (e.g., HTTP, HTML, DNS, TCP)
• Experience in crisis response or escalation management across multiple teams with the ability to influence momentum of incident response for critical customer issues
• Experience working with public cloud services and infrastructure (e.g., Google Cloud Platform)
• 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 developing developer tools (e.g., automation, testing, debugging)
• Knowledge of networking fundamentals (e.g., load balancing, cloud storage, peering, TCP/IP, etc.)
• Understanding of Linux/Unix systems at a system/network administrator level