Technical Support Manager Cloud Platform Google Seattle

Job Description: • 2-minute read •
In this role, you will work with leading enterprises and startups to realize the power of cloud computing with Google Cloud Platform. You will handle sensitive customer escalations by combining business acumen with strong technical assessment skills. You will develop your team members into highly skilled 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 complex issues and make you a trusted source of customer feedback. You lead operational excellence within your team with a focus on reliable execution. You may lead a functional area across the global team.
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We've helped millions of employees and organizations around the world to "go Google." As masters of cloud computing, the Google for Work team helps small and large businesses, educational institutions and government agencies discover the wonders of "the cloud" and work smarter. Our technical and sales teams design and implement solutions for these organizations with custom features, security and support -- all with Google's philosophy of innovation and ease of use in mind.

Responsibilities
Lead a team of engineers who deliver 24x7 technical support across all Google Cloud Platform products, including App Engine, Compute Engine, BigQuery, plus dozens of other products.
Develop the vision, goals, priorities and work alongside the team to accomplish them. Ensure high-quality customer service and ongoing technical skill development.
Partner with Product Management and Engineering to translate customer needs into a better overall product. Independently 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 through problem identification and customer communication.
Interact directly with customers at CTO level: resolve high-profile escalations and issues, improve the customer experience and drive initiatives that increase their likelihood of success on our platform.
Qualifications
Minimum qualifications:
BA/BS degree in Computer Science or a related technical field, or equivalent practical experience.
8 years of experience building a technical, customer-facing team.
Experience troubleshooting and diagnosing issues in distributed systems, Linux or Windows, TCP/IP networking.

Preferred qualifications:
Experience with managing hosted services/SaaS including familiarity with one or more of the following programming/scripting languages: Java, C, C++, .NET, Go, Python, shell, Perl, JavaScript.
Hands-on experience implementing, troubleshooting, and supporting Internet-based applications, web servers, data storage, commerce engines, and Linux/Unix operating systems.
Proven ability to execute in a customer focused environment and advocate for customers across a cross-functional organization.
Strong software development leadership skills.
Exceptional judgment, strategic thinking, and creative problem-solving skills. Strong analytical mind.

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