Cloud Technical Solutions Engineering Manager
Job Summary
Job Description
This role involves troubleshooting technical issues for Google Cloud Platform (GCP) customers. Responsibilities include diagnosing and resolving customer problems, developing diagnostic tools, acting as a technical consultant for internal and external stakeholders, and advocating for customer needs to improve GCP products. The ideal candidate possesses a Bachelor's degree in a relevant field, 13+ years of experience in technical troubleshooting, and 2+ years of team management experience. Fluency in Mandarin and English is required, with Japanese fluency preferred. The position requires collaboration with cross-functional teams and potentially involves non-standard work hours to support global customer support.
Must have:
- 13+ years troubleshooting experience
- 2+ years team management
- Fluent in Mandarin and English
- GCP expertise
- Technical problem-solving skills
Good to have:
- Experience with cloud databases, networking, and applications
- Google Cloud onboarding experience
- Linux/Unix system administration knowledge
- Container architecture and Kubernetes expertise
- Japanese fluency
11 skills required
Job Details
Minimum qualifications:
- Bachelor's degree in Science, Technology, Engineering, or equivalent practical experience.
- 13 years of experience troubleshooting and advocating for customers' needs, and triaging technical issues (e.g., hardware, software, application, operational, process).
- 2 years of 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 and performance troubleshooting, with an understanding of Google Cloud full stack architecture.
- Knowledge of Linux/Unix or operating 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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