Technical Program Manager, Google Cloud Support Platforms
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Minimum qualifications:
- Bachelor's degree in a relevant field, or equivalent practical experience.
- 5 years of experience in program management.
Preferred qualifications:
- 5 years of experience managing cross-functional or cross-team projects.
- Experience implementing, troubleshooting, and supporting Internet-based applications, web servers, data storage, commerce engines, and Linux/Unix operating systems.
- Experience in Sales Automation, Marketing Automation, Order Management systems, Configure Price and Quote (CPQ) & Technical Support Applications.
- Experience with managing hosted services and SaaS with the ability to analyze and trace product behavior back to the responsible code.
About the job
A problem isn’t truly solved until it’s solved for all. That’s why Googlers build products that help create opportunities for everyone, whether down the street or across the globe. As a Technical Program Manager at Google, you’ll use your technical expertise to lead complex, multi-disciplinary projects from start to finish. You’ll work with stakeholders to plan requirements, identify risks, manage project schedules, and communicate clearly with cross-functional partners across the company. You're equally comfortable explaining your team's analyses and recommendations to executives as you are discussing the technical tradeoffs in product development with engineers.
The GCBP Production Support team provides Tier I and Tier II technical support and Data Operations that drive product innovation for the applications and platforms that power Cloud Marketing, Sales, Partner, Support, Finance and other critical business functions. The Google Cloud products are powerful for our customers but very complex inside. Internal customer issue reports can range from documentation problems to challenging technical issues with customer specific implementations. Team members apply in-depth technical experience, develop a deep understanding of products and drive enhancements to Google’s services and architecture.
As a Technical Program Manager in Production Support, you work with your team members to develop into highly skilled troubleshooting experts and cross-functional leaders who can not only diagnose a wide variety of issues within minutes, but also treat each issue as an input for product innovation. You build relationships with leaders in GCBP Software Engineering, Product Management and UX that allow you to increase instrumentation and supportability on the platform, increase the product suite’s self help and self healing/reliability capabilities.
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
- Collaborate with a team of T/PgMs who deliver 24x7 technical support to our global population of internal Cloud employees. Ensure high-quality customer service, enhance the operations, and develop your team’s technical skills and instrumentation on an ongoing basis.
- Partner with Product Management and Engineering to advocate for customers with a data-driven approach. Break down customer issues into meaningful areas for innovation in the overall product.
- Actively engage with Software Engineering, Product Management and Site Reliability Engineering to manage production incidents in real time.
- Independently recognize trends in customer feedback, and escalate product problems and operational issues within Google.
- Work with Sales, Partner, and Finance Operations teams to track and further develop operational program performance.
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