Minimum qualifications:

• Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.

• 13 years of experience troubleshooting and advocating for customers' needs, and triaging technical issues (e.g., hardware, software, application, operational, process).

• 13 years of experience with 2 or more of the following: Web Tech, Data/Big Data, Systems Admin, Machine Learning, Networking, Kubernetes, Oracle, SAP.

• Experience reading code in a general purpose coding language (e.g., Java, C, C++, Python, Shell, Go, JavaScript) or in system design.

Preferred qualifications:

• 8 years of experience in technical consulting on supporting large enterprise customers with high service-level objective and service-level agreement requirements.
• 3 year of experience managing a technical, customer-facing team.
• Experience in troubleshooting and supporting large-scale applications such as web services, data storage, databases, data pipelines, high-performance computing, commerce engines, with Linux/Unix or Windows operating systems.
• Experience with AI/ML models, frameworks, and cloud-based deployments.
• Experience with managing hosted services/SaaS.
• Familiarity with one or more of the following programming/scripting languages: Java, C, C++, .NET, Go, Python, shell, Perl, JavaScript.

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 Developer, you will own important customer issues in addition to providing 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. When customers cannot resolve issues themselves, you will ensure that we have the necessary tools and processes to swiftly resolve the issue.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

• Lead a team of individuals; set and communicate individual and team priorities that support organizational goals. Meet regularly with individuals to discuss performance and development, and provide feedback and coaching.
• File issue reports against product, documentation and procedures by documenting desired behavior or steps to reproduce, and driving bugs to resolution.
• Suggest code-level resolutions for complex product bugs by leveraging relevant tools and effective communication to all stakeholders internally and externally.
• Resolve technical incidents and escalations by performing analysis utilizing relevant tools (e.g., SQL, R, Python) and leveraging custom data infrastructure or existing data models as appropriate, and formulating and interpreting data to reach specific conclusions and next steps.
• Identify opportunities and build solutions to improve support or empower customers to solve issues by using self-service tools and documentation.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.