Technical Solutions Engineering Manager
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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).
- 10 years of experience with 2 or more of the following: Web Tech, Data/Big Data, Systems Admin, Machine Learning, Networking, Kubernetes, Oracle, SAP.
- 3 years 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:
- 5 years of experience in technical consulting on supporting large enterprise customers with high service-level objective and service-level agreement requirements.
- Experience with cloud computing (i.e., certifications, internships, coursework, etc.).
- 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 Windows operating systems.
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.
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 standard technical support to selected Google Cloud Customers, across all Google Cloud Platform products.
- Work as part of a team of Engineers/Consultants that globally ensure customer support, including a need to sometimes work non-standard work hours or shifts.
- Partner cross-functionally with Field, Product, and Engineering teams to advocate for customer needs, translating feedback and managing production incidents to enhance the overall product and customer experience.
- 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 high-quality customer service and ongoing technical skill development.
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If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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