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.

As a Technical Solutions Developing Manager, you will own important customer issues in addition to providing support to our other support teams. You will be a part of a global team that provides 24x7 support to help customers seamlessly make the switch to Google Cloud. When customers cannot resolve issues themselves, you will ensure that we have the necessary tools and processes to swiftly resolve the issue.

Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s cutting-edge 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.

The US base salary range for this full-time position is $171,000-$254,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

The Canada base salary range for this full-time position is CAD 168,000-172,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Please note that the compensation details listed in Canada role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

Responsibilities

• Lead, coach, and develop a team of engineers. Set and communicate priorities that support organizational goals to deliver premier technical support for Google Cloud customers.

• Provide 24/7 global support as part of a team of Engineers and Consultants, which may include non-standard hours, to manage high-profile escalations and improve the customer experience.

• Collaborate with internal teams (TAM, CE, Product, Engineering) to understand customer needs, advocate for their success, and enhance the customer experience.

• Translate customer feedback into concrete product improvements by partnering with Product Management and Engineering to identify and escalate trends and issues.

• Manage real-time production incidents with Software Engineering and SRE, ensuring timely issue identification and clear customer communication.

Minimum qualifications

• Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.

• 13 years of experience troubleshooting and advocating for customers' needs, and triaging technical issues (e.g., hardware, software, application, operational, process).

• 13 years of experience with 2 or more of the following: Web Tech, Data/Big Data, Systems Admin, Machine Learning, Networking, Kubernetes, Oracle, SAP.

• 5 year of experience managing a technical, customer-facing team.

• Experience reading code in a general purpose coding language (e.g., Java, C, C++, Python, Shell, Go, JavaScript) or in system design.

Preferred qualifications

• 8 years of experience in technical consulting, supporting large enterprise customers with high service-level objective and service-level agreement requirements.

• 3 year of experience managing a technical, customer-facing team.

• Experience with AI/ML models, frameworks, and cloud-based deployments.

• Experience with managing hosted services/SaaS.

• Experience in troubleshooting and supporting large-scale 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: Java, C, C++, .NET, Go, Python, shell, Perl, JavaScript.