Lead a team of engineers who deliver technical support across all Google Cloud Platform products. Work as part of a team of Engineers/Consultants that globally ensure 24 hour customer support.
Partner with Product Management and Engineering to translate customer needs into a better overall product. Recognize trends in customer feedback and escalate issues within Google.
Partner with Software Engineering and Site Reliability Engineering to manage production incidents in real time, with emphasis on timely and thorough issue identification and customer communication.
Resolve high-profile escalations and issues, improve the customer experience and drive initiatives that increase their likelihood of success.
Develop the goals, priorities and work alongside the team to accomplish them. Ensure customer service and ongoing technical skill development.
Minimum qualifications:
Bachelor's degree in the field of Science, Technology, Engineering, Math or equivalent practical experience.
13 years of experience in technical support, professional services, software development, or product operations management.
3 years of experience managing a technical, customer-facing team.
Preferred qualifications:
Experience with managing hosted services/SaaS.
Experience managing enterprise customer relationships and advocating for issues or needs.
Experience in troubleshooting and supporting applications such as web services, data storage, databases, data pipelines, high-performance computing, commerce engines, with Linux/Unix or operating systems.
Familiarity with one or more of the following programming/scripting languages (e.g., Java, C, C++, .NET, Go, Python, shell, Perl, JavaScript).
Ability to operate in a customer focused environment and advocate for customers across a cross-functional organization and analyze data using a structured query language.
Excellent judgment, thinking, and creative problem-solving skills.
