Technical Solutions Engineering Manager

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Minimum qualifications:

• Bachelor’s degree in Science, Technology, Engineering, Math, or equivalent practical experience.
• 6 years of experience in technical support, professional services, software development, or product operations management.
• 4 years of experience coding in a general purpose coding language or in system design, troubleshooting and advocating for customers’ needs, and triaging technical issues.
• 3 years of experience managing a technical, customer-facing team.

Preferred qualifications:

• Experience managing Enterprise customer relationships and advocating for issues or needs.
• 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 other operating systems.
• Familiarity with one or more of the following programming/scripting languages: Java, C, C++, Go, Python, Shell, Perl, JavaScript.
• 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, with excellent strategic thinking, and creative problem-solving skills.

About the Job

In this role, you will work with leading enterprises and startups to realize the power of cloud computing with Google Cloud Platform. You will work on customer escalations, develop team members into highly skilled troubleshooting experts who can diagnose a wide variety of cloud computing issues within minutes, and build relationships with leaders in Site Reliability Engineering, Software Engineering, and Product Management that allow you to quickly solve complex issues and make you a trusted source of customer feedback. You’ll lead operational excellence within your team with a focus on reliable execution and lead a functional area across the global team. You will work in a shift pattern or non-standard work hours as needed, this may include working in shifts/night/after hours and weekend work and public holidays.

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 all Google Cloud Platform products. Work as part of a team of Engineers/Consultants that globally ensure 24 hour customer support.
• Partner with Product Management and Engineering to translate customer needs into the overall product. Recognize trends in customer feedback and escalate issues within Google.
• Partner with Software Engineering and Site Reliability Engineering to manage production incidents in real time, with emphasis on timely and thorough issue identification and customer communication.
• 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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