Technical Solutions Engineer Manager, Google Cloud

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.

In this role, you'll work with leading enterprises and startups to realize the power of cloud computing with Google Cloud Platform. By combining business acumen with technical assessment skills, you'll handle customer escalations and develop team members into highly skilled troubleshooting experts who can diagnose a variety of cloud computing issues within minutes. You'll build relationships with leaders in Site Reliability Engineering, Software Engineering, and Product Management allowing you to quickly solve complex issues and make you a trusted source of customer feedback. You'll lead a functional area, with a focus on operational excellence and reliable execution, while managing a team of Subject Matter Experts (SMEs). You'll be accountable for the supportability strategy and execution for the Compute specialization. You will be required to work in a shift pattern or non-standard work hours as required, which 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.

The US base salary range for this full-time position is $222,000-$309,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

Responsibilities

• Lead a team of SMEs who deliver technical support across Google Cloud Platform Compute products, improving the supportability of these products while working as a team of Engineers/Consultants that globally ensure 24 hour customer support.
• Partner with Product Management and Engineering to translate customer needs into a better overall product, recognizing trends in customer feedback and escalating internally.
• 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, improving the customer experience and driving initiatives that increase likelihood of success.
• Develop the outlook, goals, priorities, and work alongside the team, ensuring high-quality customer service and ongoing technical skill development.

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 13 years of experience managing hosted services/SaaS and one or more of the following programming/scripting languages: Java, C, C++, .NET, Go, shell, Perl, JavaScript.
• 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 analyzing data using a structured query language such as SQL, Python, or R.
• Experience leading a team of technical customer support experts.

Preferred qualifications:

• Knowledge of one or more compute core products: Compute Engine, DevOps, VMWare Engine, GCBDR, SAP, or BMX-Infra.
• Ability to operate in a customer focused environment and advocate for customers across a cross-functional organization.

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Sunnyvale, CA, USA; Cambridge, MA, USA.