On the flip side, it's encouraging that they have people somewhere in the support chain who are capable enough to read Linux kernel code and submit fixes upstream.
The case was indeed fun to work with, but the main reason why it had such a fast and happy resolution was because the customer was very responsive and very cooperative.
I cannot talk for every Technical Solution Engineer, but I can tell you that I have no particular interest in simply closing a ticket: I want to go down the rabbit hole and solve technical issues, and I know many of my colleagues feel the same.
I am also far from being the most senior or skilled TSE in Google Cloud Support, I just wrote an article about one of most interesting cases I had.
Also, I wonder how you learn all these knowledge (that is, asking for recommendation on a few books/resources for learning) if you don't mind sharing. Thanks in advance!
During the interview process at Google we don't expect candidates to be able to get to this level of depth, but we try to hire candidates that could, over time and depending on their skill set, potentially reach a similar level of depth and ability to troubleshoot cases.
I'm one of the TSEs who handle networking cases. True to what was said, I was hired with very little networking background, but plenty of development and hardware information.
I've since taken the mantle for handling most of the cases dealing with Interconnects and VPNs. I enjoy it too!
Oh, yeah, we're hiring: https://careers.google.com/jobs/results/?company=Google&q=Te...