Customer Solutions Engineer, Infrastructure, Google Cloud; English, Mandarin

Product area

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.

The Google Cloud Support team guides customers through the moments that matter in their cloud journey to help businesses grow. We help customers transform and evolve their business through the use of Google’s global network, data centers, and software infrastructure.

In this role, you will provide technical guidance to customers adopting Google Cloud Platform (GCP) services. You will be providing best practices on secure foundational cloud implementations, automated provisioning of infrastructure and applications, cloud-ready application architectures, etc. You will work with Product Management and Product Engineering to drive excellence in Google Cloud products and features.

You will be a part of a global team that provides support to help customers make the switch to Google Cloud. You will troubleshoot technical problems for customers with a mix of 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.

• Provide solutions in cloud platforms and infrastructure; solve cloud platform tests. Create and deliver best practice recommendations, tutorials, blog articles, and sample code.
• Work with customers to design and implement Cloud based architectures, migration approaches, and application optimizations that enable business goals.
• Manage the customer’s problem through diagnosis, resolution, or investigation tools implementation to increase productivity for customer issues on GCP products.
• Triage product or system issues and debug/track/resolve by analyzing the sources of issues and the impact on hardware, network, or service operations and quality.
• Participate in rotating on-call schedules including during nights, weekends and holidays to ensure prompt and proper resolution of customer-impacting technical tests and travel up to 15% in-region for meetings and onsite delivery activities.

• Bachelor's degree or equivalent practical experience.
• 6 years of experience with automating infrastructure provisioning, Developer Operations (Dev Ops), troubleshooting, advocating customer needs and managing technical issues (e.g., hardware, software, Operating Systems, networking).
• Experience with coding in general purpose languages (e.g., Python, Java, C++) including data structures and algorithms, designing enterprise solutions, and supporting customer projects to completion.
• Experience in testing, maintaining, or launching software products, including design and architecture.
• Ability to communicate in English and Mandarin to support client relationship management in this region.
• Ability to work non-standard hours, including working weekends, night shifts, holidays as required.

• Experience with cloud computing with the knowledge of containerization and container orchestration technologies such as Google Kubernetes Engine (GKE) and debugging workload issues across multi-node environments.
• Experience in working with distributed systems, with the knowledge of common solutions, design patterns, or best practices.
• Experience with standard IT security practices such as identity and access management, data protection, encryption, certificate and key management.
• Experience in building prototypes or applications.