Join the Google Cloud Platform team and empower businesses to innovate and grow through cloud technology. Our secure, scalable products span the full technology stack, supporting diverse clients from startups to enterprises. You will be instrumental in understanding customer needs and shaping the future of cloud adoption.

This role involves providing Level 2 support and owning critical customer issues within a global 24x7 support environment. You'll contribute to customer success by advocating for their needs and driving improvements in product, tools, and processes.

Google Cloud empowers organizations worldwide for digital transformation, delivering enterprise-grade solutions and developer tools. We partner with customers in over 200 countries to accelerate growth and solve complex business challenges.

Effectively diagnose and resolve customer issues on Google Cloud Platform products, developing new investigation tools to boost productivity.

Deeply understand Google's product technology and architectures by troubleshooting and reproducing customer-reported issues to determine root causes.

Collaborate within a global team to ensure 24-hour customer support, which may involve working non-standard hours or shifts.

Serve as a subject matter expert and consultant for internal stakeholders in Engineering, Sales, and customer organizations to overcome technical deployment obstacles and enhance Google Cloud.

Enhance the supportability of Google Cloud networking technologies by partnering with product engineering teams on launches and providing customer insights to improve existing products.

A Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience is required.

We are seeking candidates with 5 years of experience in troubleshooting, advocating for customers, and triaging complex technical issues across hardware, software, applications, and operations.

Proficiency in at least one common scripting or coding language, such as Python or shell scripting, is essential. Experience with systems like Linux or Unix is also necessary.

Solid understanding of operating system kernels, file systems, and TCP/IP network protocols, including DNS, routing, firewalls, and load balancing concepts, is crucial.

Fluency in English is required for effective communication with regional customers and stakeholders.

Preferred qualifications include experience with Kubernetes or container networking, software-defined networking in public cloud environments, familiarity with HTTP protocols and APIs, and the ability to perform and interpret packet captures. Knowledge of network-specific kernel parameters is also advantageous.