Technical Solutions Engineer Manager, Infrastructure, Compute, Google Cloud

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 rapidly 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.

Our Technical Solutions Engineers manage customer challenges in addition to providing level two support to our other Support teams. In this role, you will be a part of a global team that provides support to help customers seamlessly make the switch to Google Cloud. In this role, you will troubleshoot technical challenges for customers with a mix of debugging, networking, system administration, documentation updating, and coding/scripting. You will make our products easier to adopt and to use by making improvements to the product, tools, processes, and documentation. You'll help drive business growth of Google Cloud by recognizing and advocating for our customers’ challenges.

Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.

Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

US: $176000 - $256000 (USD) + 20% bonus target + equity + benefits

Learn more about benefits at Google.

Responsibilities

• Lead a team of individuals; set and communicate individual and team priorities that support organizational goals. Meet regularly with individuals to discuss performance and development, and provide feedback and coaching.
• File issue reports against product, documentation and procedures by documenting desired behavior and/or steps to reproduce, and driving bugs to resolution.
• Suggest code-level resolutions for complex product bugs by leveraging relevant tools and effective communication to all stakeholders internally and externally.
• Resolve technical incidents and escalations by performing analysis utilizing relevant tools (e.g., SQL, R, Python) and leveraging custom data infrastructure or existing data models as appropriate, and formulating and interpreting data to reach specific conclusions and next steps.
• Identify opportunities and build solutions to improve support or empower customers to solve issues by using self-service tools and documentation.

Qualifications

• Minimum qualifications:
  • Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
  • 13 years of experience troubleshooting and advocating for customers' needs, and triaging technical issues (e.g., hardware, software, application, operational, process).
  • 3 years of experience managing a technical, customer-facing team.
  • Experience with 2 or more of the following: Web Tech, Data/Big Data, Systems Admin, Machine Learning, Networking, Kubernetes, Oracle, or SAP.
  • Experience reading code in a general purpose coding language (e.g., Java, C, C++, Python, Shell, Go, JavaScript) or in system design. Preferred qualifications:
  • Experience with Cloud Accelerators troubleshooting (GPU, TPU, etc.).
  • Experience in troubleshooting and supporting large-scale applications such as web services, data storage, databases, data pipelines, high-performance computing, commerce engines, with Linux/Unix or operating systems.
  • Experience managing Enterprise customer relationships and advocating for issues or needs.
  • 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.
  • Ability to operate in a customer focused environment and advocate for customers across a cross-functional organization.
  • Excellent judgment, strategic thinking, and creative problem-solving skills.