Qualifications

Minimum qualifications:

• Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
  
• 2 years of experience reading or debugging code (e.g., in one or more of the following: Java, C, C++, .NET, Python, Shell, Perl, JavaScript).
  
• 2 years of experience in technical support, professional services, software development, or product operations management.
  
• Experience in advocating for customer needs.
  

Preferred qualifications:

• Experience with distributed, columnar or analytic oriented databases or distributed data processing frameworks.
  
• Experience in data analytics, warehousing, ETL development, data science or other Big Data applications.
  
• Experience with open source distributed storage and processing utilities in the Apache Hadoop family or workflow orchestration products.
  
• Understanding of basic web technologies.
  
• Understanding of TCP/IP concepts, Unix/Linux basic administration and commands.
  
• Excellent troubleshooting, attention to detail, and communication skills in a fast-paced setting.
  

Summary

• Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
  
• 2 years of experience reading or debugging code (e.g., in one or more of the following: Java, C, C++, .NET, Python, Shell, Perl, JavaScript).
  
• 2 years of experience in technical support, professional services, software development, or product operations management.
  
• Experience in advocating for customer needs.
  

Description

In this role you will provide support to the customers seamlessly making the switch to Google Cloud. When customers cannot resolve issues themselves, you will 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 and you will help Google Cloud by understanding and advocating for our customers issues. You will be required 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

• Manage customer issues through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Google Cloud Platform products.
  
• Understand Google\'s product technology and 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. 
  
• 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.
  
• 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 quality production.
  

Application instruction

Only applications of candidates with Mexican citizenship will be evaluated for this role in compliance with the provisions of Article 7 of the Federal Labor Law.

Please submit your resume in English - we can only consider applications submitted in this language.