+ Bachelor's degree in Computer Science, Mathematics, a related technical field, or equivalent practical experience.
+ 3 years of experience managing a technical, customer-facing team.
+ Experience in advocating for customer issues or needs.
+ Experience troubleshooting and supporting large-scale applications such as web services, data storage, databases, data pipelines, high-performance computing, and/or commerce engines, with Linux/Unix or Windows operating systems.
+ Experience managing Enterprise customer relationships.
+ 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.
The Google Cloud team helps companies, schools, and government seamlessly make the switch to Google products and supports them along the way. You listen to the customer and swiftly problem-solve technical issues to show how our products can make businesses more productive, collaborative, and innovative. You work closely with a cross-functional team of web developers and systems administrators, not to mention a variety of both regional and international customers. Your relationships with customers are crucial in helping Google grow its Cloud business and helping companies around the world innovate.
In this role, you'll work with organizations to realize the power of Google Cloud. You will handle customer escalations by combining business acumen with excellent technical assessment skills. You will help your team members as they develop into skilled troubleshooting experts who can diagnose a wide variety of cloud computing issues quickly. You will also focus on promoting operational excellence and reliable execution within your team, and you may lead a functional area across the global team. You will be required to work in a Shift Pattern or non-standard work hours as required. This may include weekend work.
Google Cloud provides organizations with leading infrastructure, platform capabilities and industry solutions. We deliver enterprise-grade cloud solutions that leverage Google’s cutting-edge technology to help companies operate more efficiently and adapt to changing needs, giving customers a foundation for the future. Customers in more than 150 countries turn to Google Cloud as their trusted partner to solve their most critical business problems.
+ Lead a team of engineers who deliver technical support across Google cloud products, including Gmail, Meet, Drive, 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.
+ Resolve 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.
+ 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
Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy (https://careers.google.com/eeo/) and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing this form (https://goo.gl/forms/aBt6Pu71i1kzpLHe2) .