About the job

The Google Cloud Platform team helps customers transform and build what's next for their business — all with technology built in the cloud. Our products are developed for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. Our teams are dedicated to helping our customers — developers, small and large businesses, educational institutions and government agencies — see the benefits of our technology come to life. As part of an entrepreneurial team in this rapidly growing business, you will play a key role in understanding the needs of our customers and help shape the future of businesses of all sizes use technology to connect with customers, employees and partners.

In this role, you will work with leading enterprises and startups to realize the power of cloud computing with Google Cloud Platform. You will manage customer escalations by combining business acumen with technical assessment skills. You will develop team members into skilled troubleshooting experts who can diagnose a wide variety of cloud computing issues within minutes. You will build relationships with leaders in Site Reliability Engineering, Software Engineering, and Product Management that allow you to quickly solve issues and make you a trusted source of customer feedback. You will lead operational excellence within your team with a focus on reliable execution. You may lead a functional area across the Global team. You will be required to work in a shift pattern or non-standard work hours as required. This may include working in shifts/night/after hours and weekend work and public holidays.

Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.

Responsibilities

• 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.