Responsibilities:
- Build and scale an excellent hub for GCP Support to meet customer needs quickly and holistically. Develop a team that is focused on serving customers and solving technical issues.
- Drive efforts to differentiate our support by focusing on an excellent customer experience and customer-first mindset that provides value to customers beyond issue resolution.
- Engage customers and partners directly along the customer journey and escalations.
- Bring the perspective of our customers to the Engineering, Product Management, Systems Reliability Engineering, and other cross-functional teams.
- Advocate for the investment in process, tooling, and monitoring to anticipate and proactively address customer needs.
Minimum qualifications:
- Bachelor's degree in Engineering, Computer Science, or equivalent practical experience.
- 10 years of experience building teams in customer-facing operations, and managing a technical support team in a technology company.
- Industry experience in cloud computing, enterprise software, operating systems, security, storage, or network services.
- Experience with cloud platforms and technologies.
Preferred qualifications:
- Experience driving operations, transformative changes, and a customer-first culture throughout a large organization.
- Experience in attracting talent, scaling an organization, developing leaders, and building a team.
- Experience with managing hosted services/SaaS, and familiarity with one or more of the following programming/scripting languages: Java, C, C++, Go, Python, Shell, Perl, JavaScript.
- Experience troubleshooting and supporting large-scale applications like web services, data storage, databases, data pipelines, high-performance computing, commerce engines, with Linux/Unix or Windows operating systems.
- Excellent communication skills, with the ability to influence and communicate cross-functionally with customers and partners at the executive level.
