【Google】Manager, Technical Solutions Engineering, Google Cloud Customer Support
仕事内容
Responsibilities
Lead a team of Engineers who deliver technical support across all Google Cloud Platform products, including App Engine, Compute Engine, BigQuery, and more.
Develop vision, goals, and priorities and work alongside the team to accomplish them. Ensure high-quality customer service and ongoing technical skill development.
Resolve high-profile escalations and issues, improve the customer experience, and drive initiatives that increase their likelihood of success on our platform.
Work closely with multiple Product and Engineering teams on understanding ways to improve the product. Interact with our Site Reliability Engineering (SRE) teams to drive production excellence.
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
応募資格(必須経験など)
Minimum qualifications:
5 years of relevant industry experience in technical support, professional services, software development, or product operations management.
3 years of experience managing a technical, customer-facing team.
Experience with distributed systems, operating systems, and TCP/IP networking.
Ability to speak and write in English and Japanese fluently.
Preferred qualifications:
Experience implementing, troubleshooting and supporting Internet-based applications, web servers, data storage, commerce engines, and Linux/Unix operating systems.
Experience with Java, C, C++, .NET, Go, Python, shell, Perl, and/or JavaScript.
Experience managing enterprise customer relationships and advocating for issues or needs.
Ability to analyze data using a structured query language.
Ability to operate in a customer focused environment and advocate for customers across a cross-functional organization.
Excellent business and creative problem-solving skills.