Senior Customer Reliability Engineer, Customer Reliability and Incident Management
Join to apply for the Senior Customer Reliability Engineer, Customer Reliability and Incident Management role at Google.
The Google Cloud Platform team helps customers transform and build what’s next for their business—leveraging secure, reliable, and scalable technology across the full stack from infrastructure to applications to devices. As a pivotal individual contributor on the CRIM team, you will guide customers in adopting SRE principles, navigating incidents, and building more reliable systems on Google Cloud.
Responsibilities
* Collaborate with customers on production deployments to resolve issues, ensuring product readiness, availability, and scalability while triaging and managing technical escalations, 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.
* Serve as a consultant and subject‑matter expert for internal stakeholders in engineering, sales, and customer organizations to resolve technical deployment obstacles and improve Google Cloud.
* Analyze customer issues and needs with internal teams, including Product and Engineering, to find ways to improve the product and drive production.>
* Contribute as part of a global team of developers and consultants to ensure 24‑hour customer support, which may require working non‑standard hours or weekend shifts.
Minimum Qualifications
* Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
* 9 years of experience troubleshooting and advocating for customer needs, and triaging technical issues (e.g., hardware, software, application, operational, process).
* Experience troubleshooting and advocating in a customer‑facing environment, and triaging technical issues (e.g., hardware, software, application, operational, process).
* Experience with incident management and response in a distributed systems environment.
Preferred Qualifications
* 5 years of experience in a technical role such as Site Reliability Engineering, Technical Solutions Engineering, Software Engineering, Customer Engineering, or professional services.
* Experience in applying SRE principles to improve the reliability and performance of systems.
* Experience with facilitating resilience exercises and post‑incident reviews.
* Experience in managing technical escalations and communicating with executive stakeholders.
* Ability to lead and influence in a collaborative, cross‑functional environment and also analyze systems, specifically Non‑Abstract Large‑Scale System Design (NALSD).
* Excellent communication and people skills with the ability to convey technical concepts to diverse audiences.
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
* Project Management, Consulting, and Engineering
* Information Services and Technology, Information and Internet
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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