Customer Solutions Engineer, High Touch, Networking, Google Cloud (English, Mandarin)

The High Touch Support team’s focus on proactive solutions and deep customer-centric supportability helps avoid issues, build stronger customer trust, enable customers' continuous growth and long term success on GCP.

• 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 SME for internal stakeholders in engineering, business, customer organizations to resolve technical deployment obstacles and improve Google Cloud.
• Understand customer issues, advocate for their needs with internal teams, and find ways to improve the product and drive production.

• Bachelor's degree or equivalent practical experience.
• 6 years of experience troubleshooting and advocating for customers' needs, triaging technical issues, or software development.
• Experience writing, reading, and debugging code in Java, C, C++, Python, or Go, including working with distributed systems, solutions or design patterns.
• Experience creating content for technical audiences and experience with web technologies (e.g., HTTP, HTML, DNS, TCP, etc.).
• Ability to participate in on-call rotation, including non-standard working hours, nights, weekends and holidays.
• Ability to communicate in English and Mandarin to support client relationship management in this region.

• High Touch Support team’s focus on proactive solutions and deep customer-centric supportability helps avoid issues, build stronger customer trust, enable customers' continuous growth and long term success on GCP.
• Ability to communicate in English and Mandarin to support client relationship management in this region.

Google Cloud accelerates every organization’s ability to digitally transform its business and industry.