Customer Solutions Engineer, AI, Google Cloud

About the Role

The High Touch Support team at Google focuses on solution-oriented, customer-centric supportability, aiming to prevent issues, build customer trust, and enable customer growth and success on Google Cloud Platform (GCP).

As a Customer Solutions Engineer, AI, Google Cloud, you will join a global team dedicated to helping customers transition to Google Cloud. You will provide specialized service, anticipating customer needs, optimizing product performance, and ensuring customer success. Your responsibilities include troubleshooting technical problems through debugging, networking, system administration, documentation updates, and coding/scripting. You will also contribute to making products easier to adopt and use by improving products, tools, processes, and documentation.

Minimum Qualifications

• Bachelor's degree or equivalent practical experience.
• 8 years of experience troubleshooting and advocating for customer 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, or design patterns.
• Experience creating content for technical audiences and with 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 fluently in English and Mandarin to support client relationship management in the region.

Preferred Qualifications

• 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).
• Experience in crisis response or escalation management across multiple teams, with the ability to influence incident response for critical customer issues.

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 a deep 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 a consultant and subject matter expert for internal stakeholders in engineering, sales, and 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 as needed.

Key skills/competency

• Google Cloud Platform (GCP)
• AI/Machine Learning
• Technical Support
• Troubleshooting
• Debugging
• Python, Java, Go, C/C++
• Distributed Systems
• Web Technologies (HTTP, DNS)
• Networking (TCP/IP)
• Customer Advocacy