Technical Solutions Engineer Manager, Infrastructure, Compute, Google Cloud

Google • Kirkland, WA

1d • $176,000 - $256,000

About The Position

The Google Cloud Platform team helps customers transform their businesses with cloud technology. Its products are designed for security, reliability, and scalability, spanning infrastructure, applications, devices, and hardware. The team supports customers ranging from developers and businesses to educational institutions and government agencies.

Technical Solutions Engineers manage customer challenges and provide level-two support to other Support teams. In this role, you will join a global team helping customers transition to Google Cloud. You will troubleshoot technical challenges using debugging, networking, system administration, documentation updates, and coding or scripting. You will also improve products, tools, processes, and documentation to make Google Cloud easier to adopt and use, and advocate for customer challenges to help drive business growth.

Google Cloud provides enterprise-grade solutions and tools to customers in more than 200 countries and territories. Individual pay is determined by job-related skills, experience, and relevant education or training. The listed US compensation is $176,000–$256,000, plus a 20% bonus target, equity, and benefits.

Requirements

• Bachelor’s degree in Science, Technology, Engineering, or Mathematics, or equivalent practical experience.
• 13 years of experience troubleshooting and advocating for customer needs, and triaging technical issues such as hardware, software, application, operational, or process issues.
• 3 years of experience managing a technical, customer-facing team.
• Experience with at least two of the following: Web Tech, Data/Big Data, Systems Administration, Machine Learning, Networking, Kubernetes, Oracle, or SAP.
• Experience reading code in a general-purpose programming language such as Java, C, C++, Python, Shell, Go, or JavaScript, or experience in system design.

Nice To Haves

• Experience troubleshooting Cloud Accelerators such as GPU or TPU.
• Experience troubleshooting and supporting large-scale applications, such as web services, data storage, databases, data pipelines, high-performance computing, or commerce engines, with Linux/Unix or other operating systems.
• Experience managing enterprise customer relationships and advocating for issues or needs.
• Experience managing hosted services or SaaS, including familiarity with one or more of Java, C, C++, .NET, Go, Python, shell, Perl, or 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.

Responsibilities

• Lead a team, set and communicate individual and team priorities that support organizational goals, and meet regularly with team members to discuss performance and development and provide feedback and coaching.
• File issue reports against products, documentation, and procedures by documenting desired behavior or reproduction steps, and drive bugs to resolution.
• Suggest code-level resolutions for complex product bugs, using relevant tools and communicating effectively with internal and external stakeholders.
• Resolve technical incidents and escalations through analysis using relevant tools such as SQL, R, or Python, and appropriate data infrastructure or models; formulate and interpret data to reach conclusions and identify next steps.
• Identify opportunities and build solutions that improve support or empower customers to solve issues using self-service tools and documentation.
• Troubleshoot customer technical challenges using debugging, networking, system administration, documentation updates, and coding or scripting.
• Improve products, tools, processes, and documentation to make Google Cloud easier to adopt and use, and advocate for customer challenges.

Benefits

• Equity
• Benefits are referenced, with further details available through Google's benefits information.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager