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.

The Google Cloud Support team guides customers through their cloud journey to help businesses grow. The team help customers transform and evolve their business through the use of Google’s global network, data centers, and software infrastructure.

In this role, you will work with customers to realize the power of cloud computing with Google Cloud Platform (GCP). You will manage customer escalations by combining business acumen with technical assessment skills. You will develop team members into troubleshooting experts who can diagnose cloud computing issues. You will build relationships with leaders in Site Reliability Engineering, Software Engineering, and Product Management that allow you to 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 based on technical skills.

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.

Responsibilities

• Lead a team of engineers who deliver technical support across GCP products, working as part of the team that ensures customer support globally.

• Partner with Software Engineering and Site Reliability Engineering teams to manage production incidents, with emphasis on issue identification and customer communication, and contribute to product quality and stability through technical skills.

• Work with customers as a trusted partner to help them solve specific problems and accelerate their adoption of GCP.

• Develop the goals and priorities, and work alongside the team to accomplish them. Ensure quality customer service and technical skill development.

• Participate in rotating on-call schedules including during nights, weekends and holidays, to ensure prompt and proper resolution of customer-impacting technical tests.

Minimum qualifications

• Bachelor's degree in Science, Technology, Engineering, Math, or equivalent practical experience.

• 8 years of experience in technical support, professional services, software development, or product operations management, including troubleshooting technical issues for internal/external partners or customers.

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

• Experience with software development (e.g., Java, C++, Python).

• Ability to communicate in English and Mandarin fluently to support client relationship management in this region.

• Ability to participate in on-call rotation, including non-standard working hours, nights, weekends and holidays.

Preferred qualifications

• Experience in troubleshooting and supporting applications like web services, data storage, databases, data pipelines, commerce engines, with Linux/Unix or other operating systems.

• Experience in technical leadership with leading business transformation initiatives.

• Experience in managing enterprise customer relationships and advocating for issues or needs.

• Ability to operate in a customer focused environment and advocate for customers across a cross-functional organization with excellent judgment, thinking, and problem-solving skills.

• Ability to analyze data using structured query language.