Technical Solutions Engineer, Infrastructure Compute

**Technical Solutions Engineer, Infrastructure Compute (English, French)**

**Minimum qualifications**:

- Bachelor's degree in science, technology, engineering and mathematics** (**STEM), related field or equivalent practical experience.
- 5 years of experience troubleshooting and advocating for customers' needs, triaging technical issues, or software development.
- Experience in customer facing technical roles (e.g., technical support, consulting, professional services).
- Experience reading and troubleshooting code for scripting/automation (e.g., Java, C++, Python, Go, JavaScript, SQL, Shell, Terraform).
- Ability to communicate in English and French fluently for this customer facing role.

**Preferred qualifications**:

- Experience using techniques for network issue troubleshooting (packet capture/packet analysis, artificial packet creation, load testing, traffic path analysis).
- Experience collaborating with product teams (Software engineers, Site reliability engineers) on issues triage and resolution.
- Experience troubleshooting AI infrastructure (GPU, TPU).
- Knowledge of Hypervisor concepts (VMs, KVM, I/O virtualization, Virtual devices, QEMU).

**About the job**

The Google Cloud team helps companies, schools, and government seamlessly make the switch to Google products and supports them along the way. You listen to the customer and swiftly problem-solve technical issues to show how our products can make businesses more productive, collaborative, and innovative. You work closely with a cross-functional team of web developers and systems administrators, not to mention a variety of both regional and international customers. Your relationships with customers are crucial in helping Google grow its Cloud business and helping companies around the world innovate.

As a Technical Solutions Engineer, you will manage customer issues to provide level two support to our other Support teams. In this role, you will be a part of a global team that provides support to help customers seamlessly make the switch to Google Cloud. You will troubleshoot technical issues for customers with a mix of debugging, networking, system administration, documentation updating, and coding/scripting. You will make our products easier to adopt and to use by making improvements to the product, tools, processes, and documentation. You will help drive the business growth of Google Cloud by recognizing and advocating for our customers issues.

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.

**Responsibilities**
- Manage the customer’s problems through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Google Cloud Platform products.
- Develop knowledge of Google's product technology and underlying architectures by troubleshooting, reproducing, determining the root cause for customer-reported issues, and building tools for faster diagnosis.
- Understand customer issues and advocate for their needs with cross-functional teams, including product and engineering teams, to find ways to improve the product and drive production.
- Work as part of a team of Engineers/Consultants that globally ensures 24-hour customer support. This will include a need to sometimes work non-standard work hours or shifts.