Cloud Technical Solutions Engineering Manager
Job Summary
Job Description
This role involves troubleshooting technical issues for Google Cloud Platform (GCP) customers, requiring debugging, networking, system administration, documentation updates, and coding/scripting. The Cloud Technical Solutions Engineering Manager will improve product adoption by enhancing products, tools, processes, and documentation. They will advocate for customer needs with cross-functional teams, including product and engineering, to improve product quality and drive business growth. Responsibilities include managing customer issues, developing GCP product knowledge, acting as a technical consultant for internal stakeholders, understanding customer needs, and working as part of a global 24-hour support team, potentially involving non-standard work hours.
Must have:
- 10+ years troubleshooting experience
- 2+ years team management
- Fluent Japanese
- GCP troubleshooting expertise
- System administration skills
Good to have:
- Cloud database experience
- Cloud networking expertise
- Google Cloud onboarding experience
- Kubernetes and serverless experience
- Linux/Unix or Windows system knowledge
11 skills required
Job Details
Minimum qualifications:
- Bachelor's degree in Science, Technology, Engineering, or equivalent practical experience.
- 10 years of experience troubleshooting and advocating for customers' needs, and triaging technical issues (e.g., hardware, software, application, operational, process).
- 2 years of direct team management experience or leadership experience.
- Ability to communicate in Japanese fluently to support client relationship management in this region.
Preferred qualifications:
- Experience with any of these cloud solutions: cloud databases, cloud networking, enterprise applications, open source software communities.
- Experience with system integrations and onboarding to Google Cloud.
- Experience in technical troubleshooting skills, performance troubleshooting and understanding Google Cloud full stack architecture.
- Knowledge of Linux/Unix or Windows systems at a system/network administrator level.
- Understanding of container architecture and troubleshooting techniques, including Kubernetes technologies, Google Kubernetes Engine, GKE products/orchestration (autoscaler, autopilot) and Serverless products family (Cloud Run, App Engine, Cloud Functions, Cloud Build).
About the job
In this role, you will troubleshoot technical tests for customers with a mix of debugging, networking, system administration, documentation updating, and coding/scripting. You will make our products easier to adopt and to use by making improvements to the product, tools, processes, and documentation. You will help drive business growth of Google Cloud by recognizing and advocating for our customers' issues.
Responsibilities
- Manage customer’s issues through diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Google Cloud Platform products.
- Develop knowledge of Google's product technology and underlying architectures by troubleshooting, reproducing, determining the root cause for customer reported issues, and building tools for diagnosis.
- Act as a consultant and subject matter expert for internal stakeholders in engineering, sales, and customer organizations to resolve technical deployment obstacles and improve Google Cloud.
- Understand customer issues and advocate for their needs with cross-functional teams including product and engineering teams to find ways to improve the product, and drive quality production.
- 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.
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