Google

Please submit your resume in English - we can only consider applications submitted in this language.

Only applications of candidates with Mexican citizenship will be evaluated for this role in compliance with the provisions of Article 7 of the Federal Labor Law.

Minimum qualifications:

• Bachelor's degree in Computer Science, Information Systems, related technical field, or equivalent practical experience.
• 5 years of experience in reading or debugging code with one or more of the following: Java, C, C++, Python or JavaScript.
• 5 years of experience troubleshooting and advocating for customers' needs, and triaging technical issues (e.g., hardware, software, application, operational, process).
• Ability to communicate in English and Spanish fluently as this is a customer-facing role that requires interactions in Spanish and English with local and international stakeholders.

Preferred qualifications:

• 5 years of experience with designing or managing large distributed systems.
• Experience with managing hosted services/SaaS.
• Knowledge of Linux/Unix or Windows.
• Experience in using SQL-like queries to analyze large datasets of logs, extracting insights for performance monitoring, troubleshooting, and security investigations.
• Understanding of one or more Internet technologies: web-tech (e.g., HTTP, DNS, TLS), email (e.g., SMTP, anti-spam, anti-phishing), networking (e.g., routing, TCP/IP), IP telephony (e.g., SIP, H323), Identity (e.g., AD, SSO, OAuth, AuthSub) and HTML5.
• Ability to work differing work rotations/shifts and non-standard work hours.

About the Job

Trusted by millions of customers, Google Workspace provides a suite of cloud-based productivity and collaboration tools, enabling teams to communicate, create, and work together seamlessly from anywhere. Our Technical Solutions Developers own our largest and most important customer issues in addition to providing level two support to our other support teams.

In this role, you will be part of a global team that provides 24x7 support to help customers seamlessly make the switch to Google Cloud. When customers cannot resolve issues themselves, your job is to ensure that we have the necessary tools and processes to swiftly resolve the issue with as little customer effort as possible.

You will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting. You will make our products easier to adopt and use by making improvements to the product, tools, processes and documentation. Our Technical Solutions team is driven by customer obsession and you will help drive the success of Google Cloud by understanding and advocating for our customers’ issues.

This role requires you to work in a shift pattern or non-standard work hours as required. This may include weekend work.

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 customers' problems through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Google Workspace.
• Develop an in-depth understanding 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, for quicker identification and resolution of future issues.
• Act as a consultant and subject matter expert for internal stakeholders in engineering, business, and customer organizations to resolve technical deployment obstacles and improve Google Cloud.
• Work as part of a team of Engineers/Consultants that globally ensure 24 hour customer support. This will include a need to sometimes work non-standard work hours or shifts.
• Understand customer issues and advocate for their needs proactively with cross-functional teams like Product Management or Software Engineering.