Minimum qualifications :
Bachelor's degree in Computer Science, a related technical field or equivalent practical experience.
8 years of experience building a technical, customer-facing team.
Experience with distributed systems, Linux or Windows and 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++, .
Experience implementing, troubleshooting, and supporting Internet-based applications, web servers, data storage, commerce engines, and Linux / Unix operating systems.
Proven ability to operate in a customer focused environment and advocate for customers across a cross-functional organization.
Strong software development leadership skills.
Excellent judgment, strategic thinking, and creative problem-solving skills.
Lead a team of engineers who deliver technical support across all Google Cloud Platform products, including App Engine, Compute Engine, BigQuery and more.
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 through issue identification and customer communication.
Resolve high-profile escalations and issues, improve the customer experience and drive initiatives that increase their likelihood of success on our platform.
Develop the vision, goals, priorities and work alongside the team to accomplish them; Ensure high-quality customer service and ongoing technical skill development.