Job Description
This posting is for an existing vacancy.
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 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, and TCP).
Preferred qualifications:
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 any public cloud services and infrastructure (e.g., Google Cloud Platform).
Experience in data analytics, warehousing, ETL development, data science, or other big data applications.
Experience developing developer tools (e.g., automation, testing, and debugging).
Experience with open source distributed storage and processing utilities in the Apache Hadoop family or workflow orchestration products.
Experience administering and querying data in distributed, columnar, or analytic-oriented databases or distributed data processing frameworks.
About the job
The Google Cloud Platform team helps customers transform and build what's next for their business — all with technology built in the cloud. Our products are developed for security, reliability and scalability, running the full-stack from infrastructure to applications to devices and hardware. Our teams are dedicated to helping our customers — developers, small and large businesses, educational institutions and government agencies — see the benefits of our technology come to life. 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 businesses of all sizes use technology to connect with customers, employees and partners.
In this role, you will have important customer issues in addition to proactively helping improve customer experiences. You will be a 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 our most critical customers with difficult environments, aiming to anticipate their needs, optimize product performance, and enable customer success across difficult environments. As a part of the High Touch Support team, you will drive customer success on Google Cloud Platform (GCP) by providing proactive, customer-centric solutions. You will troubleshoot technical issues through debugging, networking, system administration, documentation updates, and coding/scripting while improving products product, tools, processes, and documentation to enhance customer adoption and growth.
This posting is for an existing vacancy.Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s 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.
The Canada base salary range for this full-time position is CAD 128,000-132,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
Please note that the compensation details listed in Canada role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.
Responsibilities
Resolve production deployments issues, achieve product readiness and availability, and triage technical escalations, including platform outages, technical issues, and executive concerns.
Build in-depth understanding of Google Cloud's product technology and architectures by troubleshooting, reproducing, and determining root causes for customer-reported issues while building diagnostic tools.
Consult as subject matter expert for internal stakeholders in developing, 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 developing teams to find ways to improve the product and drive production.
Support customers globally as a part of a 24-hour customer support team, which may require non-standard work hours/shifts and weekend work.
Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, ****** orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
