Solutions Engineer • Senior

Who you are

You have a Bachelor's degree or equivalent practical experience and at least 6 years of experience troubleshooting and advocating for customers' needs. Your background includes triaging technical issues and software development, showcasing your ability to communicate effectively in both English and Mandarin to support client relationships in the region.

You possess strong coding skills in Java, C, C++, Python, or Go, and have experience working with distributed systems, design patterns, and best practices. Your familiarity with web technologies such as HTTP, HTML, DNS, and TCP allows you to create content for technical audiences effectively.

Your experience includes crisis response or escalation management across multiple teams, demonstrating your ability to influence the momentum of incident response for critical customer issues. You are adept at using techniques like packet capture and analysis to troubleshoot network latency and performance issues at the packet level.

You have a solid understanding of networking fundamentals, including Load Balancing, Cloud Storage, Peering, and TCP/IP, and are knowledgeable about Linux or Unix systems at a system/network administrator level. Your ability to participate in on-call rotations, including non-standard working hours, nights, weekends, and holidays, showcases your commitment to customer support.

Desirable

Experience working with public cloud services and infrastructure is a plus, as is your background in developing developer tools such as automation, testing, and debugging tools. Your knowledge of networking fundamentals will further enhance your ability to provide high-touch support to customers.

What you'll do

In this role, you will be part of the High Touch Support team, focusing on solutions and customer-centric supportability. You will work closely with internal teams, including Product and Engineering, to identify ways to improve the product and drive production. Your responsibilities will include troubleshooting technical challenges, ensuring prompt resolution of customer-impacting issues, and participating in rotating on-call schedules.

You will engage with customers to understand their needs and advocate for them within Google, helping to build trust and avoid issues. Your technical expertise will be crucial in addressing customer concerns and providing effective solutions. You will also have the opportunity to travel up to 15% in-region for meetings and onsite delivery activities as needed.

What we offer

Google offers a dynamic work environment where you can grow your skills and make a significant impact on customer satisfaction. You will be part of a collaborative team that values innovation and customer success. We encourage you to apply even if your experience doesn't match every requirement, as we believe diverse teams build better products.