Technical Solutions Engineering Manager, Google Cloud Platform
Google Tech Support Ca
Waterloo, ON, Canada
3d ago

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++, .
  • NET, Go, Python, shell, Perl, JavaScript.

  • 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.
  • Responsabilities

  • 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.
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