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Responsibilities:

  • Manage the customer’s problem through effective diagnosis, resolution, or implementation of investigation tools to increase productivity for customer challenges on Google Cloud Platform products.
  • Develop an in-depth understanding of Google’s product technology and underlying architectures by troubleshooting, reproducing, determining the root cause for customer reported challenges, and building tools for faster diagnosis, so that we can quickly identify and resolve future challenges.
  • 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.
  • Understand customer challenges and advocate for their needs with cross-functional teams like Product Management or Software Engineering.

Requirements:

  • Bachelor’s degree in Computer Science, Information Systems, a related technical field, or equivalent practical experience.
  • 2 years of experience in technical support engineering or in a similar role.
  • Ability to troubleshoot implementation issues and surface potential root causes of bugs.
  • Excellent communication and presentation skills, with the ability to quickly absorb technical concepts, and effectively communicate them to a non-technical audience.
  • Excellent customer-service orientation and helpful approach.

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