Top Customer Solutions Engineer, Database, Storage, Google Cloud (English, Mandarin) - Singapore

GOOGLE ASIA PACIFIC PTE. LTD.; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A major cloud service provider in Singapore is seeking a customer support specialist to resolve production deployment issues, troubleshoot technical problems, and advocate for customer needs. This role requires a Bachelor's degree and 6 years of relevant experience, with skills in programming languages like Java, C++, or Python, and the ability to communicate in English and Mandarin. The position entails participating in on-call rotations and supporting customer growth on the cloud platform.

Qualifications

• 6 years of experience in customer support or software development.
• Experience with technical writing for a technical audience.
• Ability to participate in on-call rotation including nights and weekends.

Responsibilities

• Resolve customer issues related to production deployments.
• Diagnose technical problems reported by customers.
• Act as a consultant for internal teams on technical issues.

Skills

Technical troubleshooting

Customer advocacy

Code debugging

Effective communication in English and Mandarin

Education

Bachelor's degree or equivalent practical experience

Tools

Java

C++

Python

Linux/Unix

SQL/NoSQL databases

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 helps to avoid issues, build customer trust, and enable customer growth and success on Google Cloud Platform (GCP).

In this role, you will be 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 and availability.
• 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 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.
• Participate in rotating on‑call schedules including nights, weekends and holidays, to ensure prompt resolution of customer‑impacting technical challenges, as well as travel up to 15% in‑region for meetings and onsite delivery activities as needed.

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 experience with web technologies (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 with SQL/NoSQL database, open source software communities, Cloud networking solutions, or distributed computing technology (serverless, storage).
• Experience as a system/network administrator working with Linux/Unix systems, from kernel to shell, file systems, and client‑server protocols.
• Experience with web or mobile app development, troubleshooting database issues, schema design, and SQL query profiling.
• Experience working with any public cloud services and infrastructure.
• Experience developing developer tools (e.g., automation, testing, debugging).
• Experience in crisis response or escalation management across multiple teams, with the ability to influence momentum of incident response for critical customer issues.