Manage the customers issues through 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, planning the root cause for customer reported issues, and building tools for diagnosis.
Act as a consultant and subject matter expert for internal stakeholders in engineering, business, and customer organizations to resolve technical deployment issues 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 production.
Work as part of a team of engineers or consultants that ensure customer support globally. Work non-standard hours/shifts as needed.
Minimum qualifications:
Bachelor's degree in Science, Technology, Engineering, or equivalent practical experience.
9 years of experience with debugging codes in Java, C, C++, .NET, Python, Shell, Perl, or JavaScript.
4 years of experience in networking technologies (e.g., Transmission Control Protocol/Internet Protocol (TCP/IP), Routing, Virtual Private Network (VPN), Virtual Local Area Network (VLAN), Peering, Load-Balancing, Firewall, Dynamic Host Configuration Protocol (DHCP), Internet Control Message Protocol (ICMP), Network Address Translation (NAT), Content Delivery Network (CDN), Domain Name System (DNS)).
Preferred qualifications:
Certifications in Cisco Certified Network Professional (CCNP), Cisco Certified Internetwork Expert (CCIE), Certified Kubernetes Administrator (CKA), Red Hat Certified Engineer (RHCE).
Experience in using techniques like packet-capture/packet-analysis, load testing, and traffic-path analysis to troubleshoot network-latency, packet-loss and performance issues.
Experience in implementing, administering, and troubleshooting network infrastructure devices.
Experience with open source software communities, cloud networking solutions, distributed-computing technology or hybrid/multi-cloud connectivity.
Knowledge of virtual/container networking, web technologies, HTTP/HTTPS, network administrator level Linux/Unix or other Operating System (OS).
Ability to work in shifts.
