Top Customer Solutions Engineer, AI/ML, Google Cloud (English, Mandarin) - Singapore

GOOGLE ASIA PACIFIC PTE. LTD.; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

A leading tech firm in Singapore is seeking a candidate to provide dedicated technical support for Google Cloud. The role requires a Bachelor's degree, fluency in English and Mandarin, and 6 years of experience in troubleshooting and customer advocacy. You will work closely with customers to resolve issues, ensuring optimal product performance and customer success. This position involves on-call duties and may require travel up to 15%.

Qualifications

• 6 years of experience troubleshooting and advocating for customers' needs.
• Experience writing, reading, and debugging code in multiple programming languages.
• Ability to communicate fluently in English and Mandarin.

Responsibilities

• Work with customers on production deployments to resolve issues and achieve product readiness.
• Act as a consultant and subject matter expert for stakeholders.
• Travel up to 15% in-region for meetings and onsite delivery activities.

Skills

Troubleshooting

Advocating for customers' needs

Code debugging

Communication in English and Mandarin

Education

Bachelor's degree or equivalent practical experience

Tools

Java

C

C++

Python

Go

HTTP

DNS

TCP

Job description

Product area

Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s cutting‑edge technology, and tools that help developers build more sustainably. 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.

Job description

The High Touch Support team’s focus on solutions and customer‑centric supportability and helps to avoid issues, build customer trust, and enable customer's growth and success on Google Cloud Platform (GCP).
In this role, you will be a part of a global team that provides support to help customers make the switch to Google Cloud. You will provide a dedicated service to the customers, aiming to anticipate their needs, optimize product performance, and enable customer success. You will troubleshoot technical problems for customers with debugging, networking, system administration, updating documentation, and coding/scripting. You will make the products easier to adopt and use by making improvements to the product, tools, processes and documentation.

Job responsibilities

• Work with customers on their production deployments to resolve issues and achieve product readiness, availability, and scale. Triage and manage technical escalations, including platform outages, technical issues, and executive concerns.
• Develop an 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 subject matter expert 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, including Product and Engineering teams, to find ways to improve the product, and drive production.
• Travel up to 15% in‑region for meetings and onsite delivery activities.

Minimum qualifications

• 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 in 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 fluently to support client relationship management in this region.

Preferred qualifications

• Experience in crisis response or escalation management across multiple teams, with the ability to influence momentum of incident response for critical customer issues.
• Experience developing developer tools (e.g., automation, testing, debugging).
• Experience debugging complex workload issues across large‑scale, multi‑node environments.
• Experience with exploratory kernel debugging and performance analysis of containerized systems.
• Experience in Computer Networking (e.g., TCP/IP, Routing, Load balancing, etc.).
• Experience working with one or more public cloud services and infrastructure (e.g., Google Cloud Platform).