Technical Solutions Engineering Manager, Google Cloud

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 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.

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. This will include a need to sometimes work non-standard work hours or shifts.
• Partner with Product Management and Engineering to translate customer needs into a better 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 customer service and ongoing technical skill development.