Senior Customer Reliability Engineer, Customer Reliability

• Bachelor's degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
• 9 years of experience in a technical role such as Site Reliability Engineering, Technical Solutions Engineering, or Software Engineering, Customer Engineering, or Professional Services.
• Experience analyzing systems, specifically Non-Abstract Large-Scale System Design (NALSD).
• Experience in reading/debugging code written in coding language (e.g., Java, C, C++, Python, Shell, Go or JavaScript, etc.) and in virtualization and orchestration frameworks.
• Experience with incident management and response in a distributed systems environment.
• Experience troubleshooting and advocating in a customer-facing environment, and triaging technical issues (e.g., hardware, software, application, operational, process).

• Experience in applying Site Reliability Engineering (SRE) principles to improve the reliability and performance of complex systems.
• Experience in managing technical escalations and communicating with executive stakeholders.
• Familiarity with facilitating resilience exercises and post-incident reviews.
• Ability to lead and influence in a collaborative, cross-functional environment.
• Excellent communication and people management skills, with the ability to convey technical concepts to a variety of audiences.

The Google Cloud Platform team helps customers transform and build what's next for their business — all with technology built in the cloud. Our products are developed for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. Our teams are dedicated to helping our customers — developers, small and large businesses, educational institutions and government agencies — see the benefits of our technology come to life. As part of an entrepreneurial team in this rapidly growing business, you will play a key role in understanding the needs of our customers and help shape the future of businesses of all sizes use technology to connect with customers, employees and partners.

As a Senior Customer Reliability Engineer, you will be a pivotal individual contributor on the CRIM team. You will be entrusted with providing strategic and technical leadership directly to customers. This role requires a unique blend of deep technical expertise, exceptional customer-facing skills, and a proactive mindset to prevent incidents before they occur. You will leverage your experience to guide customers in adopting SRE principles, navigating complex incidents, and ultimately building more reliable systems on Google Cloud. This is a highly collaborative role where you will act as a strong customer advocate within Google.

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.

• Work with customers on their production deployments to resolve issues and achieve product readiness, availability, and scale. Triage and handle technical escalations, including platform outages, technical issues, and executive concerns.
• Develop an in-depth understanding of Google Cloud's product technology and architectures by troubleshooting, reproducing, and determining root causes for customer-reported issues, building tools, and enabling faster diagnosis
• Act as consultant and subject matter expert for internal stakeholders in engineering, sales, customer organizations to resolve technical deployment obstacles and improve Google Cloud.
• Understand customer issues and needs with internal teams, including Product and Engineering, to find ways to improve the product and drive production.
• Work as part of a team of developers/consultants that globally ensure 24-hour customer support. This will include a need to sometimes work non-standard work hours/shifts, and may include weekend work.

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.