Technical Operations Engineer, Engineering Productivity, Silicon

Minimum qualifications:

• Bachelor's degree in Computer Science, Electrical Engineering, related technical field, or equivalent practical experience.
• 6 years of experience in technical customer support, IT operations, or systems administration.
• 2 years of experience leading technical customer support, IT operations, or systems administration teams.
• Experience in automating/scripting support processes.

Preferred qualifications:

• Experience with Google Cloud Platform.
• Experience with high-performance computing tools and infrastructure.
• Understanding of complex IT infrastructure and ability to troubleshoot issues.
• Ability to identify systemic problems through data analysis.
• Passion for learning customer workflows, identifying pain points, and designing/implementing creative solutions to them.
• Excellent customer service, organizational, prioritization, multitasking, communication, and leadership skills.

Responsibilities:

• Lead a global support team to improve the productivity of silicon engineers.
• Partner with and lead peers, vendors, and other technical support teams to coordinate troubleshooting, process, and resolution for incidents and problems in a timely manner.
• Develop scripts, tools, processes, or solutions to prevent problems, improve user productivity, and automate recurring tasks as part of longer-term and global service improvements.
• Improve operational efficiencies across the silicon organization and Google-wide through tooling improvements.
• Lead IT projects, ensure they are designed and planned well, delivering solutions or technical improvements. Analyze all relevant data to show the business impact of projects.