Technical Solutions Engineer I, Infrastructure, High Touch Support at Google

Dublin, Leinster, Ireland -

Full Time

Start Date

Immediate

Expiry Date

04 Jan, 26

Salary

0.0

Posted On

06 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Troubleshooting, Customer Advocacy, Technical Documentation, Software Development, Crisis Response, Packet Analysis, Network Latency, Computer Networking, Virtualization, Cloud Services, Web Technologies, Java, C, C++, .NET, Python, JavaScript

Industry

Software Development

Description

MINIMUM QUALIFICATIONS: * Bachelor's degree in Science, Technology, Engineering, or equivalent practical experience. * 5 years of experience with troubleshooting and advocating for customers' needs, triaging technical issues, or software development. * Experience creating content for technical audiences (e.g., developer documentation, industry white papers, Computer Science course material, or IT administration playbooks). * Experience reading, writing, and debugging code with one of the following: Java, C, C++, .NET, Python, or JavaScript. PREFERRED QUALIFICATIONS: * Experience in crisis response or escalation management across multiple teams, with the ability to influence momentum of incident response for critical customer issues. * 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 in computer networking (e.g., TCP/IP, Routing, Load balancing, etc.) and in virtualization and orchestration frameworks. * Experience working with any public cloud services and infrastructure. * Knowledge of networking fundamentals (e.g., Load Balancing, Cloud Storage, Peering, etc.). * Knowledge of basic web technologies. ABOUT THE JOB: 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. As a Technical Solutions Engineer, you will own our large and important customer issues in addition to providing level two 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. You will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting. You will make our products easier to adopt and use by making improvements to the product, tools, processes and documentation. Our Technical Solutions team is driven by customers and you will help drive the success of Google Cloud by understanding and advocating for our customers’ issues. This role requires you to work in a shift pattern or non-standard work hours as required. This may include weekend work. 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 their production deployments to resolve issues and achieve product readiness, availability, and scale. Triage and handle technical escalations, including platform outages, technical issues, and executive concerns. * Develop an in-depth understanding of Google Cloud's product technology and underlying architectures by troubleshooting, reproducing, and determining the root cause for customer-reported issues, building tools, and faster diagnosis. * Act as a consultant and subject matter expert for internal stakeholders in engineering, sales, customer organizations to resolve technical deployment obstacles and improve Google Cloud. * Understand customer issues, advocate for their needs with internal teams, including Product and Engineering teams, to find ways to improve the product, and drive production. * Work as part of a team of developers/consultants that globally ensure 24-hour customer support.

Responsibilities

As a Technical Solutions Engineer, you will own large customer issues and provide level two support to other teams. You will troubleshoot technical problems, advocate for customer needs, and improve product usability.