Technical Solutions Engineer, Google Workspace, Google Cloud

Google welcomes people with disabilities.

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 in advocating for customer issues or needs.

• Experience working with cloud technologies.

• Ability to speak and write in English and Japanese fluently.

Preferred qualifications:

• Experience with designing or managing large distributed systems.
• Experience with managing hosted services/SaaS including familiarity with one or more of the following programming/scripting languages: Java, C, C++, .NET, Go, Python, shell, Perl, JavaScript.
• Basic system/Network Administrator level knowledge of Linux/Unix or Windows systems (from Kernel to Shell and beyond, file systems and client-server protocols).
• Understanding of one or more Internet technologies: web-tech (HTTP, DNS, TLS), email (SMTP, anti-spam, anti-phishing), networking (routing, TCP/IP), IP telephony (SIP, H323), Identity (AD, email alias, SSO, OAuth, AuthSub) and HTML5.

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 Technical Solutions Engineer, you will own our largest and most 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, your job will be 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 driven by customer obsession and you will help drive the success of Google Cloud by understanding and advocating for our customers’ issues. In this role, you will work in a shift pattern or non-standard work hours as required, which may include weekend work.

Google Cloud accelerates organizations’ ability to digitally transform their business with the best infrastructure, platform, industry solutions and expertise. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology – all on the cleanest cloud in the industry. 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 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, which 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.

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.