Top Customer Solutions Developer II, Networking, Google Cloud (Mandarin)

Google; United States; On-site; USD 152,000 - 221,000; Full time

Job summary

Google seeks a Top Customer Solutions Developer II, Networking, Google Cloud (Mandarin) to own critical customer issues and proactively improve customer experiences across multi-region deployments. You will troubleshoot, diagnose, and resolve complex problems, write tooling, and coordinate with product teams to optimize Google Cloud performance.

Part of a global 24/7 support team, you will engage with customers and engineers to drive reliability, scalability, and customer success, while

Qualifications

• Bachelor's degree in Science, Technology, Engineering, 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.
• Experience working with distributed systems, distributed systems solutions, or design patterns.
• Experience with web technologies (e.g., HTTP, HTML, DNS, TCP, etc.).
• Ability to communicate in Mandarin fluently to support customer relationships.

Responsibilities

• Work with customers on production deployments to resolve issues and achieve product readiness and availability.
• Triage and manage technical escalations, including platform outages, technical issues, and executive concerns.
• Act as consultant and subject matter expert for internal stakeholders in software development, sales, and customer organizations to resolve technical deployment obstacles and improve Google Cloud.
• Understand customer issues and advocate for their needs with internal teams, including product and software teams, to find ways to improve the product and drive production.
• Work as part of a team that globally ensures 24-hour customer support.

Skills

Mandarin fluency

Troubleshooting

Distributed systems knowledge

Web technologies

Java

C

C++

Python

Go

Education

Bachelor's degree in Science, Technology, Engineering, or equivalent practical experience

Tools

Java

C

C++

Python

Go

Job description

Top Customer Solutions Developer II, Networking, Google Cloud (Mandarin)

Google
Waterloo, ON, Canada; Austin, TX, USA; +2 more; +1 more

Mid

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

Applicants in Canada: This posting is for a new vacancy. Google utilizes AI tools to assist in assessing candidates in our hiring processes. Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Waterloo, ON, Canada; Austin, TX, USA; Sunnyvale, CA, USA.

Minimum qualifications:

• Bachelor's degree in Science, Technology, Engineering, or equivalent practical experience.
• 6 years of experience in 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.
• Experience working with distributed systems, distributed systems solutions, or design patterns.
  
• Experience with web technologies (e.g., HTTP, HTML, DNS, TCP, etc.).
• Ability to communicate in Mandarin fluently to support customer relationships.

Preferred qualifications:

• Experience working with public cloud services and infrastructure (e.g., Google Cloud Platform).
• 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 developing developer tools (e.g., automation, testing, and debugging).
• Experience in crisis response/escalation management across multiple teams with the ability to influence momentum of incident response for critical customer issues.
• Knowledge of networking fundamentals (e.g., load balancing, cloud storage, peering, TCP/IP, etc.).
• Understanding of Linux/Unix systems at system/network administrator level.

About the job

The Google Cloud Platform 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, small and large businesses, educational institutions and government agencies - see the benefits of our technology come to life. As part of an entrepreneurial team in this rapidly growing business, 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.

In this role, you will own our large and important customer issues in addition to proactively helping improve customer experiences. You will be a part of a global team that provides 24x7 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 difficult environments, aiming to anticipate their needs, optimize product performance, and enable customer success across difficult environments. You will focus on proactive solutions and customer-centric supportability helps avoid issues, build customer trust, and enable customers' continuous growth and long-term success on Google Cloud Platform (GCP). You will troubleshoot technical problems for customers through debugging, networking, system administration, updating documentation, and coding/scripting. You will make our products easier to adopt and use by making improvements to the product, tools, processes, and documentation.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.Individual pay is determined by factors including job-related skills, experience, and relevant education or training.
US: $152000 - $221000 (USD) + 15% bonus target + equity + benefits
Canada: $170000 - $174000 (CAD) + 15% bonus target + equity + benefits
Learn more about benefits at Google.

Responsibilities

• Work with customers on production deployments to resolve issues and achieve product readiness and availability. Triage and manage technical escalations, including platform outages, technical issues, and executive concerns.
• Develop an in-depth understanding of Google Cloud's product technology and 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 software development, sales, and customer organizations to resolve technical deployment obstacles and improve Google Cloud.
• Understand customer issues and advocate for their needs with internal teams, including product and software teams, to find ways to improve the product and drive production.
• Work as part of a team that globally ensures 24-hour customer support.

Information collected and processed as part of your Google Careers profile, and any job applications you choose to submit is subject to Google's Applicant and Candidate Privacy Policy.

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.

If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.

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.

Equity is granted exclusively and discretionarily by Alphabet Inc. on the basis of an agreement concluded between you and Alphabet Inc. Alphabet Inc. is your sole contractual partner with respect to equity grants. GSU grants are not guaranteed, are discretionary, are subject to approval by the Alphabet Inc. board of directors or its delegate, the terms of the relevant Alphabet Inc. stock plan, and your grant agreement. They have no impact on statutory payments. Current or past grants do not confer an acquired right.