Customer Solutions Engineer, High Touch

Google Inc.; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

A leading tech company in Singapore is seeking a Customer Solutions Engineer for high-touch support in Data Analytics. The role involves troubleshooting technical issues for customers, ensuring product readiness, and advocating for customer needs. A Bachelor's degree and 6 years of experience in customer advocacy or technical roles are required. Bilingual proficiency in English and Mandarin is essential to support regional client relationships effectively. This position offers a dynamic environment and an opportunity to contribute to customer success on Google Cloud Platform.

Qualifications

• 6 years of experience in technical troubleshooting and customer advocacy.
• Ability to debug and read code in multiple programming languages.
• Experience with public cloud services and infrastructure.

Responsibilities

• Troubleshoot production deployments to resolve issues.
• Understand customer needs and advocate for them internally.
• Participate in on-call rotations for technical issues.

Skills

Troubleshooting

Customer advocacy

Software development

Code debugging in Java, C, C++, Python, or Go

Web technologies knowledge

Bilingual in English and Mandarin

Education

Bachelor's degree or equivalent practical experience

Tools

Google Cloud Platform

Distributed databases

Apache Hadoop

Job description

Customer Solutions Engineer, High Touch, Data Analytics (English, Mandarin)

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Mid

Experience driving progress, solving problems, and mentoring more junior team members; deeper expertise and applied knowledge within relevant area.

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Google will be prioritizing applicants who have a current right to work in Singapore, and do not require Google's sponsorship of a visa.

• 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, design patterns, or best practices.
• 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.

Preferred qualifications:

• Experience working with public cloud services and infrastructure (e.g., Google Cloud Platform).
• Experience administering and querying data in distributed, columnar or investigative oriented databases or distributed data processing frameworks.
• Experience with open source distributed storage and processing utilities in the Apache Hadoop family or workflow orchestration products.
• Experience in data analytics, warehousing, ETL development, data science or other big data applications.
• Experience in crisis response or escalation management across multiple teams, with ability to influence momentum of incident response for critical customer issues.

About the job

The Google Cloud Platform (GCP) team helps customers transform and build what's next for their business all with technology built in the cloud. Our products are developed for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. Our teams are dedicated to helping our customers developers, businesses, educational institutions and government agencies, see the benefits of our technology come to life. In this role, you will play a key role in understanding the needs of our customers and help shape the future of businesses of all sizes use technology to connect with customers, employees and partners. You will be a part of a global team that provides 24/7 support to help customers seamlessly make the switch to Google Cloud. You will provide a high-touch, dedicated service to our most critical customers with environments, aiming to anticipate their needs, optimize product performance, and enable customer success across complex environments.

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. You will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting. You will make our products easier to adopt and use by making improvements to the product, tools, processes and documentation.

Responsibilities

• 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, sales, 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.
• Participate in rotating on-call schedules including during nights, weekends and holidays, to ensure prompt and proper resolution of customer-impacting technical issues, and travel up to 15% in-region for meetings and onsite delivery activities as needed.

Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy , Know your rights: workplace discrimination is illegal , Belonging at Google , and How we hire .

Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.

To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.