The High Touch Support team focuses on solutions and customer-centric supportability and helps to avoid issues, build customer trust, and enable customer's growth and success on Google Cloud Platform (GCP).
In this role, you will be a part of a global team that provides support to help customers make the switch to Google Cloud. You will provide a dedicated service to the customers, aiming to anticipate their needs, optimize product performance, and enable customer success. You will troubleshoot technical problems for customers with debugging, networking, system administration, updating documentation, and coding/scripting. You will make the products easier to adopt and use by making improvements to the product, tools, processes and documentation.
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.
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 3 years of experience troubleshooting and advocating for customers' needs, triaging technical issues, or software development.
- Experience creating content for technical audiences, and with web technologies (e.g., HTTP, HTML, DNS, TCP, etc.).
- Experience writing, reading, and debugging code in Java, C, C++, Python, or Go, including working with distributed systems, solutions, design patterns, or best practices.
- Ability to communicate in English and Mandarin fluently to support client relationship management in this region.
Preferred qualifications:
- Experience working with any public cloud services and infrastructure (e.g., Google Cloud Platform).
- Experience developing developer tools (e.g., automation, testing, debugging).
- Experience with cloud computing and debugging complex workload issues across large-scale, multi-node environments.
- Experience as a system/network administrator working with Linux/Unix systems, from kernel to shell, file systems, and client-server protocols.
- Experience in crisis response or escalation management across multiple teams, with the ability to influence momentum of incident response for critical customer issues.
- Experience with one or more of the following solutions: system virtualization, on-premise or hybrid cloud computing.