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About the Role

The Google Cloud Platform team helps customers transform and build what's next for their business using cloud technology. This role involves owning large and important customer issues, proactively improving customer experiences, and providing high-touch, dedicated service to critical customers. You will troubleshoot technical problems, optimize product performance, and enable customer success on Google Cloud Platform (GCP).

Responsibilities

Work with customers on production deployments to resolve issues and achieve product readiness and availability.
Triage and manage technical escalations, including platform outages, technical issues, and executive concerns.
Develop an 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 software development, 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 software teams, to find ways to improve the product and drive production.
Work as part of a team that globally ensures 24-hour customer support.

Requirements

Bachelor's degree in Science, Technology, Engineering, or equivalent practical experience.
6 years of experience in troubleshooting and advocating for customers' needs, triaging technical issues, or software development.
Experience writing, reading, and debugging code in Java, C, C++, Python, or Go.
Experience working with distributed systems, distributed systems solutions, or design patterns.
Experience with web technologies (e.g., HTTP, HTML, DNS, TCP, etc.).
Ability to communicate in Mandarin fluently to support customer relationships.

Skills

Troubleshooting
Customer advocacy
Technical issue triaging
Software development
Code debugging
Java
C
C++
Python
Go
Distributed systems
Web technologies
HTTP
HTML
DNS
TCP
Mandarin
Public cloud services
Google Cloud Platform
Packet capture
Packet analysis
Artificial packet creation
Load testing
Traffic path analysis
Network latency troubleshooting
Packet loss troubleshooting
Developer tools development
Automation
Testing
Debugging
Crisis response
Escalation management
Incident response
Networking fundamentals
Load balancing
Cloud storage
Peering
TCP/IP
Linux
Unix systems administration

Experience Level

6 years of experience

Education Level

Bachelor's degree in Science, Technology, Engineering, or equivalent practical experience.

Salary/Compensations

US: $152000 - $221000 (USD) + 15% bonus target + equity + benefits
Canada: $170000 - $174000 (CAD) + 15% bonus target + equity + benefits

Benefits

15% bonus target
equity
benefits

About the Company

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.