Cloud Technical Solutions Engineer, Workspace
Job Summary
Job Description
This role is a Cloud Technical Solutions Engineer, Workspace, focusing on providing customer support and technical expertise for Google Workspace. Responsibilities include managing customer issues, diagnosing problems, implementing new investigation tools, understanding Google's product technology and architectures, troubleshooting and resolving customer-reported issues, serving as a consultant for internal stakeholders, working as part of a global 24-hour support team, understanding customer needs and advocating for them with cross-functional teams. The position requires fluency in English and Japanese, experience in code debugging (Java, C, C++, Python, JavaScript), troubleshooting skills, and the ability to work non-standard hours.
Must have:
- 5+ years of coding experience (Java, C, C++, Python, JavaScript)
- 2+ years troubleshooting customer issues
- Fluent in English and Japanese
- Ability to work non-standard hours
- Manage customer problems and develop solutions
Good to have:
- Experience with large distributed systems
- SQL query experience for data analysis
- Experience with hosted services/SaaS
- Unix/Linux or Windows environment knowledge
- Understanding of internet technologies (HTTP, DNS, TLS, SMTP, etc.)
14 skills required
Job Details
Minimum qualifications:
- Bachelor's degree in Computer Science or Information Systems or related technical field or equivalent practical experience.
- 5 years of experience in reading or debugging code with one or more of the following: Java, C, C++, Python or JavaScript.
- 2 years of experience troubleshooting and advocating for customers' needs, and triaging technical issues (e.g., hardware, software, application, operational, process).
- Ability to communicate in English and Japanese fluently as this is a customer-facing role that requires interactions in Japanese and English with local and international stakeholders.
- Ability to work non-standard hours and differing work rotations/shifts.
Preferred qualifications:
- Experience with designing or managing large distributed systems.
- Experience in using SQL queries to analyze datasets of logs, extracting insights for performance monitoring, troubleshooting, and security investigations.
- Experience with managing hosted services/SaaS.
- Knowledge of Unix/Linux or Windows environment, and APIs.
- Understanding of one or more Internet technologies: web-tech (e.g., HTTP, DNS, TLS), email (e.g., SMTP, anti-spam, anti-phishing), networking (e.g., routing, TCP/IP), IP telephony (e.g., SIP, H323), Identity (e.g., AD, SSO, OAuth, AuthSub) and HTML5.
About the job
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 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.Trusted by millions of customers, Google Workspace provides a suite of cloud-based productivity and collaboration tools, enabling teams to communicate, create, and work together from anywhere. Our Technical Solutions Engineers own our largest and most important customer issues in addition to providing level two support to our other support teams.
Responsibilities
- Manage customers' problems through diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Google Workspace.
- Develop an understanding of Google's product technology and underlying architectures by troubleshooting, reproducing, determining the root cause for customer reported issues, and building tools for diagnosis, identification and resolution of issues.
- Serve 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. This will include a need to work non-standard work hours or shifts.
- Understand customer issues and advocate for their needs with cross-functional teams like Product Management or Software Engineering.
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