Customer Solutions Engineer, High Touch Support, GKE, Compute

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.

The High Touch Support team’s focus on proactive solutions and deep customer-centric supportability helps avoid issues, build stronger customer trust, and enable customers continuous growth and long-term success on Google Cloud Platform (GCP).

In this role, you will be a part of a Global team that provides 24x7 support to help customers seamlessly make the switch to Google Cloud. You will provide a high-touch, dedicated service to our most critical customers with complex environments, aiming to anticipate their needs, optimize product performance, and enable customer success across complex environments. You will troubleshoot technical problems for customers through debugging, networking, system administration, updating documentation, and coding/scripting. You will make our products easier to adopt and use by making improvements to the product, tools, processes, and documentation.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

• Manage the customer’s problem through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues.
  
• Develop an understanding of Google's product technology and underlying architectures by troubleshooting, reproducing, determining the root cause for customer reported issues, and building tools for faster diagnosis.
  
• Be a subject matter expert for internal stakeholders in engineering, sales, and customer organizations to resolve technical deployment obstacles.
  
• Work closely with multiple Product and Engineering teams to find ways to improve the product, and interact with our Site Reliability Engineering teams to drive high-quality production. Understand customer issues and advocate for their needs with cross-functional teams.
  
• Work as part of a team of developers/consultants that globally ensure 24-hour support. This will include a need to sometimes work non-standard work hours/shifts, and may include weekend work.
  

Minimum qualifications:

• Bachelor's degree in Science, Technology, Engineering, or equivalent practical experience.
• 3 years of experience in writing/debugging code in a general purpose coding language (e.g., Java, C, C++, Python, Shell, Go or JavaScript, etc.) and in virtualization and orchestration frameworks.
• Experience with Linux, Unix, or a similar operating system.

Preferred qualifications:

• Experience in Kubernetes or container networking.
• Experience with software-defined networking in public cloud or SDN software.
• Experience in network specific kernel parameters (e.g., TCP keepalives, etc.).
• Understanding of operating system kernel, file systems, and TCP/IP network protocols (DNS, routing, firewalls, and load balancing concepts).
• Familiarity with network namespaces, how to take packet captures, and how to interpret packet captures.
• Familiarity with HTTP protocol and APIs based on HTTP.