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. We help customers transform and evolve their business through the use of Google’s global network, data centers, and software infrastructure. Google Cloud accelerates every organization’s ability to digitally transform its business and industry.

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 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 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 globally ensures 24 hour customer support.

• Partner with Software Engineering and Site Reliability Engineering teams to manage production incidents in real time, with emphasis on timely and thorough issue identification and customer communication, and contribute to long-term product quality and stability through technical skills.

• Work closely with key customers as a trusted partner for the long-term to help solve their specific problems and accelerate their adoption of GCP.

• Develop the goals, priorities and work alongside the team to accomplish them. Ensure high-quality customer service and ongoing 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 issues.

Minimum qualifications

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

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

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

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

• Ability to participate in on-call rotation, which may occur outside of standard working hours, including nights, weekends and holidays.

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

Preferred qualifications

• Experience in troubleshooting and supporting applications such as web services, data storage, databases, data pipelines, high-performance computing, commerce engines, with Linux/Unix or Windows operating systems.

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

• Experience in technical leadership, including leading business transformation initiatives.

• Ability to analyze data using a structured query language.

• Ability to operate in a customer focused environment and advocate for customers across a cross-functional organization.

• Excellent judgment and creative problem-solving skills.