Minimum qualifications:

• 2 years of experience troubleshooting and advocating for customers' needs, and triaging technical issues (e.g., Security, application, operational, process).
• 2 years of experience coding in a general purpose coding language (e.g., Java, C, C++, Python, Shell, Go, or JavaScript, etc.).
  

Preferred qualifications:

• Knowledge of Networking concepts, protocols, and services (e.g., Firewalls, DNS, HTTPS, SSL, TCP and UDP).
• Knowledge of common threat vectors for Cloud Customers (e.g., DDOS, malware injection, ransomware, credential compromise, etc.).
• Knowledge of cryptography (e.g., PKI, symmetric key, KMS, etc.).
• Knowledge of Cloud Concepts (e.g., identity, policies, permissions, authentication, authorization, etc.).
  
• Ability to troubleshoot methodology to manage issues.
  
  
  

Responsibilities

• Manage customer problems through diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Google Cloud Platform products.
• Develop an understanding of Google's product technology and underlying architectures by troubleshooting, reproducing, and determining the root cause for customer reported issues, and building tools for diagnosis.
• 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 customer support, and occasionally work non-standard work hours or shifts.
• Understand customer issues and advocate for their needs with cross-functional teams, including product and engineering teams, to find ways to improve the product, and drive high-quality production.