Minimum qualifications:
- Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
- 2 years of experience coding in a general purpose coding language (e.g., Java, C, C++, Python, Shell, Go or JavaScript, etc.) or in system design.
- 2 years of experience troubleshooting and advocating for customers' needs, and triaging technical issues (e.g., hardware, software, application, operational, process).
Preferred qualifications:
- 2 years of experience with the following: Web Tech, Data/Big Data, Systems Admin, Machine Learning, Networking, Kubernetes, Oracle, SAP.
- 2 years of experience in technical consulting on supporting large enterprise customers with high service-level objective and service-level agreement requirements.
- Experience with cloud computing (i.e., certifications, internships, coursework, etc.).
About the job
Our Technical Solutions Developers own our large and important customer issues in addition to providing level two support to our other support teams. You will be a part of a global team that provides 24x7 support to help customers make the switch to Google Cloud.
In this role, you will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting. You will make our products easier to adopt and use by making improvements to the product, tools, processes and documentation. Our Technical Solutions team is driven by customers and you will help drive the success of Google Cloud by understanding and advocating for our customers’ 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.
Responsibilities
- File issue reports against product, documentation and procedures by documenting steps to reproduce, and driving bugs to resolution.
- Identify opportunities and build solutions to improve support or empower customers to solve issues by using self-service tools and documentation.
- Resolve technical incidents and escalations by performing analysis utilizing tools (e.g., SQL, R, Python) and leveraging custom data infrastructure or existing data models as appropriate, and formulating and interpreting data to reach specific conclusions and next steps.
- Suggest code-level resolutions for complex product bugs by leveraging relevant tools and communication to all stakeholders internally and externally.