Technical Solutions Engineering Manager, Google Cloud
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Job Description
Technical Solutions Engineering Manager, Google Cloud
The Google Cloud Platform team empowers customers to transform and innovate their businesses using cloud technology. Our products prioritize security, reliability, and scalability, spanning infrastructure to applications and hardware. We are committed to helping a diverse range of customers – including developers, businesses of all sizes, educational institutions, and government agencies – realize the full potential of our technology. As part of a rapidly expanding, entrepreneurial team, you will play a crucial role in understanding customer needs and shaping the future of how businesses leverage technology to connect with customers, employees, and partners.
In this position, you will collaborate with leading enterprises and startups to harness the capabilities of Google Cloud Platform. Your responsibilities include managing customer escalations by blending business acumen with strong technical assessment skills. You will be instrumental in developing your team members into proficient troubleshooting experts capable of diagnosing a wide array of cloud computing issues efficiently. Building strong relationships with leaders in Site Reliability Engineering, Software Engineering, and Product Management will enable swift issue resolution and establish you as a trusted source of customer feedback. You will drive operational excellence within your team, emphasizing reliable execution, and may also lead a functional area across the global team. This role requires flexibility, as you may be required to work in a shift pattern or non-standard hours, including nights, weekends, and public holidays.
Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology, and tools that help developers build more sustainably. 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 providing technical support across all Google Cloud Platform products.
- Collaborate with a global team of Engineers/Consultants to ensure 24-hour customer support, which may involve non-standard work hours or shifts.
- Partner with Product Management and Engineering to translate customer needs into product improvements, recognizing trends in feedback and escalating issues internally.
- Work alongside Software Engineering and Site Reliability Engineering to manage production incidents in real time, focusing on timely issue identification and customer communication.
- Resolve high-profile escalations and issues, enhance the customer experience, and drive initiatives that contribute to customer success.
- Define team goals and priorities, working collaboratively to achieve them, and ensuring both customer service excellence and ongoing technical skill development.
Minimum qualifications
- Bachelor's degree in Science, Technology, Engineering, Math or equivalent practical experience.
- 13 years of experience in technical support, professional services, software development, or product operations management.
- 3 years of experience managing a technical, customer-facing team.
Preferred qualifications
- Experience managing hosted services/SaaS, including familiarity with one or more programming/scripting languages (e.g., Java, C, C++, .NET, Go, Python, shell, Perl, JavaScript).
- Experience troubleshooting and supporting applications such as web services, data storage, databases, data pipelines, high-performance computing, commerce engines, with Linux/Unix or Windows operating systems.
- Experience managing Enterprise customer relationships and advocating for their issues or needs.
- Ability to operate in a customer-focused environment, advocate for customers across cross-functional organizations, and analyze data using a structured query language.
- Excellent judgment, analytical thinking, and creative problem-solving skills.
Key skills/competency
- Technical Leadership
- Customer Escalation Management
- Google Cloud Platform
- Team Development
- Operational Excellence
- Incident Management
- Product Feedback Integration
- Troubleshooting
- Cross-functional Collaboration
- SaaS Support
How to Get Hired at Google
- Research Google's culture and values: Study their mission, core values, recent innovations, and employee testimonials on platforms like LinkedIn and Glassdoor to align your application.
- Tailor your resume for cloud leadership: Highlight extensive experience in technical support, professional services, software development management, and specific Google Cloud Platform competencies.
- Showcase problem-solving and leadership skills: Emphasize past successes in managing complex customer escalations, developing technical teams, and driving operational improvements in customer-facing roles.
- Prepare for technical and behavioral interviews: Deeply understand Google Cloud Platform services, common troubleshooting scenarios, and be ready to articulate your leadership philosophy and experience with cross-functional collaboration.
- Demonstrate advocacy and communication skills: Be prepared to discuss how you've effectively advocated for customers, translated technical issues for product teams, and managed high-profile incidents.
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