Cloud Technical Solutions Engineer, Google Workspace, Google Cloud 60 views

Minimum qualifications: Bachelor’s degree in Computer Science or a related technical field or equivalent practical experience in technical support, professional services, software development, or product operations management. Experience advocating for customer issues/needs. Experience working with cloud technologies. Preferred qualifications: Experience with designing or managing large distributed systems. Experience with managing hosted services/SaaS. System/Network Administrator level knowledge of Linux/Unix or Windows systems (e.g., Kernel, Shell, file systems, client-server protocols, etc.). Understanding of one or more Internet technologies: web-tech (i.e., HTTP, DNS, TLS), email (i.e., SMTP, anti-spam, anti-phishing), networking (i.e., routing, TCP/IP), IP telephony (i.e. SIP, H323), Identity (i.e., AD, LDAP, SSO, OAuth, AuthSub) and HTML5. Familiarity with one or more of the following programming/scripting languages (e.g., Java, C, C++, Go, Python, Shell, Perl, JavaScript). About the job The Google Cloud team helps companies, schools, and government seamlessly make the switch to Google products and supports them along the way. You listen to the customer and swiftly problem-solve technical issues to show how our products can make businesses more productive, collaborative, and innovative. You work closely with a cross-functional team of web developers and systems administrators, not to mention a variety of both regional and international customers. Your relationships with customers are crucial in helping Google grow its Cloud business and helping companies around the world innovate. As a Cloud Technical Solutions Engineers, you will own our largest and most important customer issues in addition to providing level two support to our other support teams. You will be a part of a global team that provides 24×7 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 with as little customer effort as possible. In this role, you will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting. You will make our products easier to adopt and use by making improvements to the product, tools, processes, and documentation. Our Technical Solutions team is customer-focused and you will help drive the success of 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 provides organizations with leading infrastructure, platform capabilities and industry solutions. We deliver enterprise-grade cloud solutions that leverage Google’s cutting-edge technology to help companies operate more efficiently and adapt to changing needs, giving customers a foundation for the future. Customers in more than 150 countries turn to Google Cloud as their trusted partner to 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 Workspace. Develop an in-depth understanding of Google’s product technology and underlying architectures by troubleshooting, reproducing, determining the root cause for customer reported issues, and building tools for faster diagnosis, for quicker identification and resolution of future issues. 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 proactively with cross-functional teams like Product Management or Software Engineering

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