Due to the current health crisis related to COVID-19 and the escalating visa/travel restrictions in place, we're currently unable to extend offers to anyone who cannot work from India due to lockdown visa/travel restrictions, or other restrictive measures until further notice. Consequently, we will be prioritizing candidates who can start in this location by set date as expected. We're keeping the situation under review and would adjust our position should the restrictive measures be removed later on.
Bachelor’s degree in Computer Science, Engineering, related field or equivalent practical experience.
5 years of experience as a manager leading engineering/technical support resources.
Experience supporting third-party SaaS Products (SAP, VMWare or Oracle-based product environments).
5 years of experience supporting customers in enterprise implementations including technical support, escalation management, consulting, issue resolution.
Cloud technology certification like GCP Professional Cloud Architect or similar.
Experience or knowledge of specifically SAP, VMWare or Oracle product environments and customers.
Experience with IaaS solutions: virtual machines and networks, on-premises and/or hybrid cloud computing, cloud identity and security models, cloud monitoring and logging, local and cloud storage.
System administrator level knowledge of enterprise-grade Linux/Unix or Windows operating systems.
Network administrator level knowledge of enterprise network technologies including TCP/IP, VPC, floating IPs, load balancers, firewalls, and troubleshooting.
About the job
The Google Cloud Platform team helps customers transform and evolve their business through the use of Google’s global network, web-scale data centers and software infrastructure. As part of an entrepreneurial team in this rapidly growing business, you will help shape the future of businesses of all sizes use technology to connect with customers, employees and partners.
As a Cloud Support Senior Manager, you will manage a team of Solutions Consultants/specialists working on supporting third-party SaaS products. These Solutions Consultants step in and own our largest and most important customer issues in addition to providing level two support to our other support teams. You will lead a local team, and be a part of a global organization that provides 24x7 support to help customers seamlessly make the switch to Google Cloud.
When customers cannot resolve issues themselves, your job is to ensure that we have the necessary tools and processes to swiftly resolve the issue with as little customer effort as possible.
You will help troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, scripting. You will make our products easier to adopt and use by making improvements to the product, tools, processes and documentation. Our team is driven by customer obsession and you will help drive the success of Google Cloud by understanding and advocating for our customers’ issues.
Google Cloud helps millions of employees and organizations empower their employees, serve their customers, and build what’s next for their business — all with technology built in the cloud. Our products are engineered for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. And our teams are dedicated to helping our customers and developers see the benefits of our technology come to life.
Lead a team and act as subject matter expert for internal/external partners and customer organizations to resolve technical deployment obstacles, improve SAP/Oracle/VMWare on GCP and other products.
Understand customer impact, own the customer’s problem, handle escalations through effective diagnosis, troubleshooting and resolution on GCP products through deep customer empathy and customer management.
Develop an in-depth understanding of Google's product technology, in particular how we support third-party priority solutions and underlying architectures by troubleshooting, reproducing, determining the root cause for customer issues.
Improve support experience for third-party/SaaS products by developing best practices and playbooks based on learnings from the support of cloud based solutions according to complex customer requirements and technical implementations.
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 Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing this form.