Job Description

This role will be remote until October 2022 or when the Google office in Pune opens, (whichever is earlier). After this, you will be required to work from the Google Pune office.
Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Bangalore, Karnataka, India; Pune, Maharashtra, India.

Minimum qualifications:

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

• 5 years of industry experience in technical support, professional services, software development, or product operations management.

• 3 years of experience in managing a technical, customer-facing team.

Preferred qualifications:

• Experience in troubleshooting and supporting large-scale applications such as web services, data storage, databases, data pipelines, high-performance computing, commerce engines, and/or with Linux/Unix.
• Experience in managing hosted services/SaaS.

• Experience in navigating customer organizational structures, developing technology programs, defining milestones/success criteria, resource allocation, and on-time delivery.

• Experience in managing Enterprise customer relationships and advocating for issues or needs.

• Ability to analyze data using a structured query language.
• Excellent judgment, strategic thinking, and creative problem-solving skills.

About the job

The Google Cloud team helps companies, schools, and government seamlessly make the switch to Google products and supports them along the way. You swiftly problem-solve technical issues for customers to show how our products can make businesses more productive, collaborative, and innovative. You work closely with a cross-functional team of web developers and systems administrators, not to mention a variety of both regional and international customers. Your relationships with customers are crucial in helping Google grow its Google Cloud business and in bringing our product portfolio into companies around the world.

As a Technical Solutions Specialist Manager, you will be a part of a global team that provides 24x7 support to help premium enterprise customers seamlessly make the switch to Google Cloud and retain them. When customers cannot resolve issues themselves, you will manage the team to partner with the customers to understand their issues, identify solutions, and ensure we use the right processes to swiftly resolve the issue.

In this role, you will focus on customer needs with a high emphasis on customer empathy. You'll work with Google Cloud enterprise customers and own their issues and issue resolution, including managing customer and internal communications. You will manage customer escalations by combining business acumen with technical assessment skills. You will develop team members to help drive and lead actions for the success of our enterprise customers and Google Cloud by identifying and advocating for their issues and issue resolutions.

Google Cloud accelerates organizations' ability to digitally transform their business with the best infrastructure, platform, industry solutions and expertise. We deliver enterprise-grade solutions that leverage Google's cutting-edge technology - all on the cleanest cloud in the industry. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.

Responsibilities

• Lead a team of engineers and specialists who deliver technical support across all Google Cloud products. Work as part of a team of Engineers/Consultants that globally ensure 24-hour customer support, the will include a need to sometimes work non-standard work hours or shifts.
• Partner with Product Management and Engineering to translate customer needs into a better product. Recognize trends in customer feedback and escalate issues within Google.
• 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, improve the customer experience, and drive initiatives that increase their likelihood of success.
• Develop the vision, goals, priorities, and work alongside the team to achieve them. Ensure high-quality customer service and ongoing technical skill development.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also and If you have a disability or special need that requires accommodation, please let us know by completing our .