Customer Solutions Engineer, Networking

GOOGLE ASIA PACIFIC PTE. LTD.; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading technology company based in Singapore is seeking a Technical Support Engineer for Google Cloud. In this role, you will provide dedicated services, troubleshooting issues while collaborating with customers and internal teams. The ideal candidate will have a bachelor's degree and over 6 years of experience in technical advocacy and software development, with strong coding skills in Java and Python. Fluency in English and Mandarin is required. This position involves on-call duties and may require regional travel.

Qualifications

• 6 years of experience in troubleshooting and advocating for customers' needs.
• Experience with distributed systems and design patterns.
• Ability to work non-standard hours including on-call rotation.

Responsibilities

• Provide technical support to customers and resolve production issues.
• Develop understanding of Google Cloud's technology to solve customer problems.
• Consult with internal teams to improve product and drive production.

Skills

Troubleshooting

Technical Advocacy

Coding in Java

Coding in Python

Communication in English

Communication in Mandarin

Education

Bachelor's degree or equivalent practical experience

Tools

Linux

Unix

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.

Additional 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 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.
• Serve 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 during nights, weekends and holidays, to ensure prompt and proper 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 in crisis response or escalation management across multiple teams, with the ability to influence momentum of incident response for critical customer issues.
• Experience using techniques such as packet capture/packet analysis, artificial packet creation, load testing, and traffic path analysis to troubleshoot network latency, packet loss, and other performance issues at the packet level.
• Experience working with any public cloud services and infrastructure.
• Experience developing developer tools (e.g., automation, testing, debugging).
• Knowledge of networking fundamentals (e.g., Load Balancing, Cloud Storage, Peering, TCP/IP, etc.).
• Knowledge of Linux or Unix systems at a System/network administrator level.