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Job Description
- Lead a team of SMEs who deliver technical support across Google Cloud Platform Compute products, improving the supportability of these products while working as a team of Engineers/Consultants that globally ensure 24 hour customer support.
- Partner with Product Management and Engineering to translate customer needs into a better overall product, recognizing trends in customer feedback and escalating internally.
- Partner with Software Engineering and Site Reliability Engineering to manage production incidents in real time, with emphasis on timely and thorough issue identification and customer communication.
- Resolve high-profile escalations and issues, improving the customer experience and driving initiatives that increase likelihood of success.
- Develop the outlook, goals, priorities, and work alongside the team, ensuring high-quality customer service and ongoing technical skill development.