Technical Solutions Engineer, Compute
Job Summary
Job Description
As a Technical Solutions Engineer, you'll be part of a global team providing 24/7 support for Google Cloud customers. Responsibilities include troubleshooting technical problems (debugging, networking, system administration, documentation updates, coding/scripting), advocating for customer needs, collaborating with cross-functional teams to improve products, and working within a global team requiring occasional non-standard hours. You'll manage customer issues, develop expertise in Google's product technology, and act as a consultant for internal stakeholders. The role requires fluent English and Mandarin communication to interact with diverse customers and stakeholders.
Must have:
- Bachelor's degree in STEM or equivalent experience
- 4+ years coding/system design experience
- 4+ years experience with Web Tech, Data/Big Data, etc.
- Fluent English and Mandarin communication
- Troubleshooting and customer advocacy skills
Good to have:
- CCNP, CCIE, CKA, RHCE certifications
- Experience with packet capture/analysis, load testing
- Cloud solution experience (Open source, Cloud networking)
- Knowledge of web technologies (HTTP, HTTPS)
- Virtual/container networking knowledge
10 skills required
Job Details
Minimum qualifications:
- Bachelor's degree in Science, Technology, Engineering, Math, or equivalent practical experience.
- 4 years of experience coding in a general purpose coding language or in system design, and troubleshooting and advocating for customers' needs, and triaging technical issues.
- 4 years of experience with two or more of the following: Web Tech, Data/Big Data, Systems Admin, Machine Learning, Networking, Kubernetes, Oracle, SAP.
- Ability to communicate in English fluently as this is a customer-facing role that requires interactions in English with local stakeholders.
- Ability to communicate in English and Chinese Mandarin fluently, to interact with different regional customers and stakeholders.
Preferred qualifications:
- Certification in CCNP, CCIE, CKA, RHCE.
- Experience using techniques such as packet capture/packet analysis, artificial packet creation, load testing, and traffic path analysis to troubleshoot network latency, packet loss, and other performance issues at the packet level.
- Experience with any of these cloud solutions: Open source software communities, Cloud networking solutions, distributed-computing technology, Hybrid/Multi Cloud connectivity, etc.
- Knowledge of fundamental web technologies (e.g., HTTP, HTTPS).
- Knowledge of virtual/container networking.
About the job
As a Technical Solutions Engineer, 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 ensure that we have the necessary tools and processes to 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. 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
- Manage the customer’s problems through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Google Cloud Platform products.
- Develop knowledge 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.
- 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 issues and advocate for their needs with cross-functional teams including product and engineering teams to find ways to improve the product, and drive high-quality production.
- Work as part of a team of Engineers/Consultants that globally ensure 24 hour customer support. This will include a need to sometimes work non-standard work hours or shifts.
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