Cloud Technical Solutions Engineer, Infrastructure, Serverless (English, Spanish)

Google•Apply•Published 22 hours ago•First seen 22 hours ago

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 own important customer issues, in addition to providing support to our other support teams. You will be a part of a global team that provides 24x7 support to help customers seamlessly make the switch to Google Cloud. When customers cannot resolve issues themselves, your job is to ensure that we have the necessary tools and processes to swiftly resolve the issue. You will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and, when needed, coding/scripting. Our Technical Solutions team is focused on customer needs; 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

Work with customers on production serverless deployments to resolve issues and achieve product readiness, availability, and scale.
Develop an in-depth understanding of Google Cloud's serverless product technology and underlying architectures by troubleshooting, reproducing, and determining the root cause for customer-reported issues; build tools to enable faster diagnosis.
Act as a consultant and subject matter expert for internal stakeholders in Engineering, Sales, and customer organizations to resolve technical deployment obstacles and improve Google Cloud.
Work as part of a global team of engineers and consultants to ensure 24-hour customer support.
Understand customer issues and advocate for their needs with internal Product and Engineering teams to improve the product and drive production excellence.

Minimum qualifications:

Bachelor’s degree in Science, Technology, Engineering, Mathematics, a related technical field, or equivalent practical experience.
2 years of experience troubleshooting and advocating for customer needs, and triaging technical issues (e.g., hardware, software, application, operational, process).
2 years of experience in reading/debugging code written in a general purpose coding language (e.g., Java, C, C++, Python, Shell, Go or JavaScript, etc.) and in virtualization and orchestration frameworks.
Ability to communicate in English and Spanish fluently to interact with regional customers and stakeholders.

Preferred qualifications:

Experience diagnosing issues in multi-node environments, specifically targeting concurrency, cold starts, and resource throttling.
Experience with Google Cloud Platform (GCP) (e.g., Cloud Run, Functions) or equivalent services.
Knowledge of TCP/IP, Routing, and Load Balancing, with the ability to troubleshoot connectivity between serverless triggers and VPC resources.
Understanding Cloud IAM (e.g., Roles/Service Accounts) and OAuth 2.0 to resolve authentication and access control failures.
Familiarity with Docker and OCI-compliant images, including the ability to debug containerized runtimes within platforms like Cloud Run.
Proficiency in HTTP/S, DNS, and TLS protocols to identify request-response latency and connectivity gaps.