Supportability Tech Lead, Google Cloud

Google Inc. Seattle , WA 98113

Posted 5 days ago

Minimum qualifications:

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

  • 10 years of relevant industry experience.

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

  • Experience influencing senior engineering leadership and advancing critical customer issues.

Preferred qualifications:

  • Software development experience in Java, C++, Python, Go or production software system design.

  • Ability to execute technical projects at global scale, across multiple teams and time zones. Strategic mindset and ability to innovate using technology to advance business goals.

  • Expert level knowledge in one/more relevant cloud technology area (e.g., AI/ML, Security, Productivity, Data Management, Data Analytics, etc.).

  • Excellent communication and presentation skills to management teams.

The Google Cloud Platform team helps customers transform and evolve their business through the use of Google's global network, web-scale data centers and software infrastructure. As part of an entrepreneurial team in this rapidly growing business, you will 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. We also work to improve the supportability of Google Cloud services so that we can solve cases faster and also have fewer cases. The challenges of improving supportability have led us to develop several tools and best practices, which we call "Supportability Engineering." See our blog post.

The goal of Supportability Engineering is to manage the total effort required from customers, support teams, and engineering teams to support products. The Supportability Tech Leads (STLs) are senior engineers who drive supportability in Google Cloud. In this role, you will be on the lookout for systemic issues that cause extra effort for customers.

You will identify solutions, which may be engineering projects, training initiatives, or documentation improvements, then you will be responsible for driving implementation across several Google Cloud teams. As stewards of the technical quality of Google Cloud support, STLs are responsible for developing the technical skills of the team and addressing the most impactful challenges in supportability engineering.

Google Cloud helps millions of employees and organizations empower their employees, serve their customers, 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. And our teams are dedicated to helping our customers and developers see the benefits of our technology come to life.

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

  • Own 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 resolution of the most challenging technical issues for the specific product area.

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