Top Customer Solutions Developer, High Touch Support, Compute – Google – Waterloo, ON

Google Cloud is looking for a Top Customer Solutions Developer to join its High Touch Support, Compute team — with the option to work from Waterloo, ON or Austin, TX. This is a mid-level technical role at the intersection of cloud engineering and customer advocacy, where your problem-solving skills directly shape the success of some of Google Cloud’s most important enterprise clients.

Day to day, you’ll be troubleshooting complex compute workloads, building diagnostic tools, and acting as a trusted technical advisor to customers navigating production issues on Google Cloud Platform (GCP). It’s a role that demands both deep technical chops and genuine customer empathy — the kind of position where no two problems are ever quite the same.

About the Role: Top Customer Solutions Developer, High Touch Support

As part of the Google Cloud High Touch Support team, you’ll be the dedicated technical resource that enterprise customers rely on when things get complicated. You’ll manage customer issues end-to-end — from initial triage through root cause analysis — while proactively identifying ways to improve product reliability, documentation, and tooling. Your work supports a 24×7 global support model, meaning you’ll occasionally work non-standard hours or weekends as part of a rotating team.

This role requires strong collaboration across engineering, sales, and product development teams at Google. You’ll advocate for customer needs internally, escalate critical incidents appropriately, and contribute to a culture of continuous improvement across GCP’s compute infrastructure. Familiarity with Google Kubernetes Engine (GKE), distributed systems, and large-scale cloud environments will set you up for success here.

Benefits and Salary

For the Canadian location, this role offers a salary range of $138,000 – $141,000 CAD, plus a 15% bonus target, equity (GSU grants through Alphabet Inc.), and a comprehensive benefits package. Google is well known for its employee benefits, including health coverage, wellness programmes, and professional development support. Equity is discretionary and subject to Alphabet Inc. board approval.

Responsibilities

In this role, you’ll be at the frontline of enterprise cloud support, working on some of the most technically complex issues in the GCP ecosystem. Each day brings a mix of hands-on debugging, cross-functional collaboration, and proactive customer advocacy — all aimed at keeping critical workloads running smoothly and customers confident in their Google Cloud investment.

• Troubleshoot and resolve customer-reported issues by debugging, reproducing problems, and determining root causes across compute infrastructure
• Build diagnostic tools and contribute to internal resources that improve speed and accuracy of issue resolution
• Act as a technical subject matter expert for internal stakeholders across development, sales, and customer success teams to resolve deployment blockers
• Advocate for customer needs with Product and Engineering teams, translating real-world pain points into actionable product improvements
• Triage and manage escalations, platform outages, technical incidents, and executive-level concerns with professionalism and urgency
• Support GKE/Anthos production deployments to help customers achieve readiness, availability, and scale in their environments
• Contribute to 24×7 global support coverage, including rotating non-standard shifts and occasional weekend availability
• Update and improve documentation, tools, and processes to make GCP products easier to adopt and use

Requirements / Skills

Google is looking for someone who combines strong systems-level technical knowledge with genuine curiosity and a customer-first mindset. The ideal candidate has spent time in the trenches of software development or technical support and knows what it means to advocate for users when complex systems don’t behave as expected.

• Bachelor’s degree in Science, Technology, Engineering, or equivalent practical experience
• 3+ years of experience in customer troubleshooting, technical issue triage, or software development
• Distributed systems knowledge, including solutions and design patterns for large-scale environments
• Web technologies experience including HTTP, HTML, DNS, or TCP/IP
• Coding proficiency in Java, C, C++, Python, or Go — must be able to write, read, and debug code
• Technical content creation experience such as developer documentation, white papers, or IT playbooks
• Preferred: experience with Google Cloud Platform or other public cloud services and infrastructure
• Preferred: experience in crisis response or escalation management across multiple teams in a high-stakes environment
• Preferred: Linux/Unix system administration experience at the kernel, shell, and file system level

How to Apply

To apply, use the official link below to submit your application directly through Google’s careers portal. Make sure your resume is current and reflects your relevant experience with cloud infrastructure, distributed systems, and technical support.

Share This Opportunity

Know someone who might be interested? Share this job posting and help them join Google in Waterloo.