Job Description

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• Experience delivering technical support through communication channels.
• Experience with information technologies (e.g., HTTP/HTML, Operating Systems, Data Warehousing, Networking).
• Experience troubleshooting issues and advocating for customer needs.

Preferred qualifications:

• Experience with Business-to-Business enterprise-grade support.

• Experience in troubleshooting with Cloud technologies (i.e., Google Cloud Platform, OpenStack, etc.).

• Experience with open-source distributed storage and processing utilities in the Apache Hadoop family and/or workflow orchestration products (e.g., Apache Airflow, Apache Beam).

• Experience in data analytics, warehousing, ETL development, data analytics, or other Big Data applications (e.g., Apache Spark).

• Ability to work separately with minimal supervision.

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 swiftly problem-solve technical issues for customers 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 Google Cloud business and in bringing our product portfolio into companies around the world.

As a Technical Solutions Specialist, you will work with Google Cloud enterprise customers and own their issues and issue resolution. You will be a part of a global team that provides 24x7 support to help enterprise customers seamlessly make the switch to Google Cloud and retain them. When customers cannot resolve issues themselves, you will partner with the customers to understand their issues, identify solutions, and ensure we use the right processes to swiftly resolve the issue. In this role, you will focus on customer needs with an emphasis on customer empathy. You will have a keen focus on driving solutions to problems Google Cloud customers are facing. Along with the Technical Solutions Engineers, you will help drive the success of our enterprise customers and Google Cloud by understanding and advocating for their issues and issue resolutions.

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

• Assist, research, resolve, and de-escalate Google Cloud Platform customer issues through effective ownership.
• Develop a broad understanding of a customer's implementation of Google Cloud technology by reviewing, reproducing, troubleshooting possible root causes, or escalating customer reported issues.
• Work as part of a team of specialists and engineers that provide 24-hour customer support.
• Work in a shift pattern or non-standard work hours as required. This may include weekend work.

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 and If you have a disability or special need that requires accommodation, please let us know by completing our .