Qualifications

Minimum qualifications:

• Bachelor’s degree in Science, Technology, Engineering, Mathematics, 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 2 or more of the following: Web Tech, Data/Big Data, Systems Admin, Machine Learning, Networking, Kubernetes, Oracle, SAP.
  
• Ability to communicate in Chinese fluently to interface with Chinese-speaking customers.
  

Preferred qualifications:

• Experience with distributed, columnar or analytic oriented databases or distributed data processing frameworks.
  
• Experience in data analytics, warehousing, Extract, Transform, Load (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.
  
• Knowledge 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.
  
• 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 2 or more of the following: Web Tech, Data/Big Data, Systems Admin, Machine Learning, Networking, Kubernetes, Oracle, SAP.
  
• Ability to communicate in Chinese fluently to interface with Chinese-speaking customers.
  

Description

In this role, 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, your job is to 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. 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 the customer’s problem through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Google Cloud Platform (GCP) products.
• Develop an in-depth understanding of Google\'s product technology and underlying architectures by troubleshooting, reproducing and determining the root cause for customer reported issues, and building tools for faster diagnosis.
• Consult in the subject matter expert for internal stakeholders in developer, 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.
• Resolve customer issues and advocate for their needs with cross-functional teams, like product and developer, to find ways to improve the product and drive high-quality production.