Technical Solutions Developer I, High Touch Support

2 weeks ago

Dublin, Ireland Google Inc. Full time

Technical Solutions Developer I, High Touch Support

Google place Dublin, Ireland

An entrepreneurial team in this rapidly growing business, you will play a key role in understanding the needs of our customers and help shape the future of businesses of all sizes use technology to connect with customers, employees and partners.

- Bachelor's degree in Science, Technology, Engineering, or equivalent practical experience.
- 5 years of experience troubleshooting and advocating for customers' needs, triaging technical issues, or software development.
- Experience creating content for technical audiences (e.g., developer documentation, industry white papers, Computer Science course material, or IT administration playbooks).

Preferred qualifications:

- Experience in crisis response or escalation management across multiple teams.
- Experience working with any public cloud (e.g., Google Cloud Platform) services and infrastructure.
- Knowledge of basic web technologies (HTTP, HTML, DNS, TCP, etc.).
- Knowledge of Linux/Unix or other operating systems at a system/network administrator level.
- Knowledge of networking fundamentals (e.g., Load Balancing, Cloud Storage, Peering, TCP/IP, etc.).
- Ability to influence momentum of incident response for critical customer issues.

About the job

The Google Cloud Platform team helps customers transform and build what's next for their business — all with technology built in the cloud. Our products are developed for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware.

As a Technical Solutions Developer, you will own our large and 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 24x7 support to help customers seamlessly make the switch to Google Cloud.

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.

Responsibilities

- Work with customers on their production deployments to resolve issues and achieve product readiness, availability, and scale. Triage and handle technical escalations, including platform outages, technical issues, and executive concerns.
- Develop an in-depth understanding of Google Cloud's product technology and underlying architectures by troubleshooting, reproducing, and determining the root cause for customer-reported issues, building tools, and faster diagnosis.
- Act as consultant and subject matter expert for internal stakeholders in engineering, sales, customer organizations to resolve technical deployment obstacles and improve Google Cloud.
- Understand customer issues, advocate for their needs with internal teams, including Product and Engineering teams, to find ways to improve the product, and drive production.

Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law.

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