Supportability Technical Lead, Google Cloud

Google

Pune, Maharashtra, India

6d ago

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 engineered 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.

The Google Cloud Technical Support team resolves customer support cases. The goal of Supportability Engineering is to manage the total effort required from customers, Support teams, and Engineering teams to support products.

We address this by applying engineering techniques such as measuring key indicators and developing software solutions.

As a Supportability Technical Lead (STL), you will work as an executive engineer to drive technical excellence in Google Cloud Support.

You will identify solutions, which may be engineering projects, training initiatives, or documentation improvements, while driving implementation across several Google Cloud teams.

In addition, you will develop the technical skills of the team and address the most impactful challenges in supportability engineering.

Google Cloud accelerates organizations’ ability to digitally transform their business with the best infrastructure, platform, industry solutions and expertise.

We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology all on the cleanest cloud in the industry.

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.

Minimum qualifications :

Bachelor's degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.

10 years of experience in software engineering or working with cloud technologies.

5 years of experience troubleshooting distributed systems using techniques like source code analysis and packet captures.

Experience influencing executive engineering leadership and working on customer issues.

Preferred qualifications :

Experience with software development in Java, C++, Python, Go, or production software system design.

Knowledge in one or more of the following cloud technology areas : AI / ML, Security, Productivity, Data Management, Data Analytics, etc.

Ability to execute technical projects at a global scale across multiple teams and time zones.

Ability to think strategically and innovate using technology to advance business goals.

Excellent communication and presentation skills.

Identify and drive product supportability efforts as the primary Support team interface into Engineering leadership.

Manage technical relationships with leaders in Product Engineering and Site Reliability Engineering in order to improve the customer experience.

Represent support in C-level product reviews.

Grow the technical ability of the Support team through contributions to training, documentation, quality analysis programs, hiring, and mentoring.

Facilitate the resolution of challenging technical issues for a specific business area.

Bachelor's degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.

10 years of experience in software engineering or working with cloud technologies.

5 years of experience troubleshooting distributed systems using techniques like source code analysis and packet captures.

Experience influencing executive engineering leadership and working on customer issues.

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