+ 5 years of experience in technical support engineering or similar role.
+ 1 year of experience leading a technical, customer-facing team.
+ Experience with distributed systems, Linux or Windows and TCP/IP networking.
+ Experience implementing, troubleshooting, and supporting Internet-based applications, web servers, data storage, commerce engines, and Linux/Unix operating systems.
+ Experience with managing hosted services/Software-as-a-Service (SaaS).
+ Ability to operate in a customer focused environment and advocate for customers across a cross-functional organization.
+ Excellent judgment, strategic thinking, and creative problem-solving skills.
+ Effective software development leadership skills.
The Google Cloud team helps companies, schools, and government seamlessly make the switch to Google products and supports them along the way. You swiftly problem-solve technical issues for customers to show how our products can make businesses more productive, collaborative, and innovative. You work closely with a cross-functional team of web developers and systems administrators, not to mention a variety of both regional and international customers. Your relationships with customers are crucial in helping Google grow its Google Cloud business and in bringing our product portfolio into companies around the world.
As a Manager for Technical Solutions Engineering, you’ll improve our products by working cross-functionally with Product Management, Deployment and Development teams to make customers successful. You will be part of a global team that provides 24×7 support and you’ll be working in a backline support role to drive resolutions for problems and inquiries that customers report. By applying your technical experience, you will develop a deep understanding of Google’s services architecture while driving enhancements towards an overall better customer support experience. Specifically, you will provide solutions and resolve escalations for Google Cloud customers, as well as advising first line support teams.
Google Cloud helps millions of employees and organizations empower their employees, serve their customers, and build what’s next for their business — all with technology built in the cloud. Our products are engineered for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. And our teams are dedicated to helping our customers and developers see the benefits of our technology come to life.
+ Lead a team of Engineers who deliver technical support across all Google Cloud Platform products, including App Engine, Compute Engine, BigQuery and more.
+ Develop vision, goals and priorities and work alongside the team to accomplish them. Ensure high-quality customer service and ongoing technical skill development.
+ Resolve high-profile escalations and issues, improve the customer experience and drive initiatives that increase their likelihood of success on our platform.
+ Work closely with multiple Product and Engineering teams on understanding ways to improve the product. Interact with our Site Reliability Engineering (SRE) teams to drive production excellence.
+ Advocate for our customers by representing their issues to Product Management and Software Engineering and develop innovative ways to resolve challenges.
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 this form.