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Cloud Solutions Engineering Lead

Il y a 3 mois

Paris, Île-de-France Google Inc. Temps plein

Google Inc. is committed to inclusivity and welcomes individuals with disabilities.

Essential Qualifications:
  • A degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
  • A minimum of 6 years in technical support, professional services, software development, or product operations management.
  • At least 4 years of experience in programming with a general-purpose coding language, system design, troubleshooting, and advocating for customer needs while managing technical issues.
  • 3 years of experience leading a technical team that interacts directly with customers.
Desirable Qualifications:
  • Proven experience in managing relationships with Enterprise customers and addressing their concerns.
  • Experience in overseeing hosted services or Software as a Service (SaaS).
  • Background in troubleshooting and supporting large-scale applications, including web services, data storage, databases, data pipelines, and high-performance computing, across various operating systems.
  • Capability to analyze data using structured query language.
  • Ability to thrive in a customer-centric environment, advocating for customer needs across a cross-functional organization, with strong strategic thinking and innovative problem-solving skills.
Role Overview:

In this position, you will collaborate with leading enterprises and startups to harness the potential of cloud computing through Google Cloud Platform. You will handle customer escalations, mentor team members to become proficient troubleshooting experts capable of diagnosing diverse cloud computing challenges swiftly, and cultivate relationships with leaders in Site Reliability Engineering, Software Engineering, and Product Management to resolve complex issues efficiently, establishing yourself as a trusted source of customer insights.

Your leadership will drive operational excellence within your team, emphasizing reliable execution and overseeing a functional area across a global team. Flexibility in work hours is required, including shifts, night hours, weekends, and public holidays as necessary.

Google Cloud empowers organizations to digitally transform their operations and industries. We provide enterprise-grade solutions that leverage Google's advanced technology and tools, enabling developers to build sustainably. Our customers, spanning over 200 countries and territories, rely on Google Cloud as their trusted partner to foster growth and address their most pressing business challenges.

Key Responsibilities:
  • Lead a team of engineers delivering technical support across all Google Cloud Platform products, ensuring 24/7 customer support.
  • Collaborate with Product Management and Engineering to translate customer requirements into product enhancements, identifying trends in customer feedback and escalating issues as necessary.
  • Work alongside Software Engineering and Site Reliability Engineering to manage production incidents in real-time, focusing on prompt and thorough issue identification and customer communication.
  • Address high-profile escalations and challenges, enhancing the customer experience and driving initiatives that increase their chances of success.
  • Set goals and priorities, working collaboratively with the team to achieve them while ensuring high-quality customer service and ongoing technical skill development.

Google is proud to be an equal opportunity and affirmative action employer. We are dedicated to building a workforce that reflects the diversity of the users we serve, fostering a culture of belonging, and providing equal employment opportunities regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related conditions, criminal histories consistent with legal requirements, or any other basis protected by law.

As a global organization, English proficiency is a requirement for all roles unless otherwise specified in the job posting.