Minimum qualifications:
- Bachelor’s degree in Computer Science, Engineering, related field or equivalent practical experience.
- 2 years of experience supporting customers in enterprise cloud.
- Experience with SAP technologies and architecture/infrastructure, and in compute infrastructure, supporting, developing, and maintaining cloud solutions.
- Experience reading/debugging code (i.e., Java, C, Python, Shell).
Preferred qualifications:
- Experience supporting SAP solutions in cloud platforms.
- Experience with any of the following IaaS solutions: virtual machines and networks, on-premises/hybrid cloud computing, cloud identity and security models, cloud monitoring and logging, local and cloud storage.
- Experience with SAP basic operations on public cloud around core production concepts (high availability, disaster recovery, multi-tenancy, scale out and scale up architectures, shared storage solutions, clustering solutions, etc).
- Experience troubleshooting and excellent written/verbal communication skills.
- System administrator-level knowledge of enterprise-grade Linux/Unix or Windows operating systems.
- Network administrator-level knowledge of enterprise network technologies.
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 be a part of a global team that provides 24×7 support to help customers seamlessly make the switch to Google Cloud. When customers cannot resolve issues themselves, your job will be to ensure that we have the necessary tools and processes to resolve the issue with as little customer effort as possible.
In this role, you will troubleshoot technical problems for customers with a mix of 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. You will help drive the success of Google Cloud by understanding and advocating for our customers’ issues. This will include a need to sometimes work non-standard work hours or shifts. This may include weekend work.
Google Cloud provides organizations with leading infrastructure, platform capabilities and industry solutions. We deliver enterprise-grade cloud solutions that leverage Google’s cutting-edge technology to help companies operate more efficiently and adapt to changing needs, giving customers a foundation for the future. Customers in more than 150 countries turn to Google Cloud as their trusted partner to solve their most critical business problems.
Responsibilities
- Understand customer impact, manage escalations through diagnosis, troubleshooting, and resolution on Google Cloud Platform products through excellent customer management. Contribute to Supportability Engineering with Product, Site Reliability Engineering, and other engineering teams to improve product quality and reduce contact rate.
- Develop an understanding of the SAP-on-GCP technologies and solutions by troubleshooting, reproducing, determining root cause for issues.
- Resolve technical deployment obstacles, improve SAP-on-GCP and other products through understanding issue management and resolution processing.
- Improve support for SAP-on-GCP by developing best practices/playbooks based on learnings from support of cloud based SAP solutions according to customer requirements and technical implementations.
- Work in a team of developers/consultants that globally ensure 24-hour customer support. This will include a need to sometimes work non-standard work hours or shifts and weekend hours.
Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
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