Job Application for Cloud Team Lead - Google Cloud Platform at GOC Referral Board

IMPORTANT: This job posting is for Employee Referral purposes only. If you wish to explore internal opportunities within GOC, please head over to our Internal Job Posting site.

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Refer Candidates!

Refer candidates for an opportunity with Google Operations Center to help Google users tackle their problems and accomplish their goals, all while working in a dynamic and diverse environment.

As the Cloud Team Lead - Google Cloud Platform you will provide outstanding technical support for the most prestigious GCP Gold customers. This support will be mainly focused on troubleshooting Google Cloud Platform related issues in the customer environment.

The right person for this role will have to be able to follow a logical troubleshooting path, to navigate through ambiguous problems and to collect relevant information in order to provide an outstanding solution for Google Cloud Platform clients.

Minimum Qualifications

Engineering degree in Computer Science or Electronics or related field
Excellent English communication skills (both written and oral) and stakeholder management at multiple levels
Overall 6-8 years of experience with 2 years of people management experience
4-6 years in a customer facing role working with enterprise clients with exposure to Linux/Unix System Administration
Intermediate experience in troubleshooting web technologies such as webservers & frameworks, HTTP and Auth
Intermediate experience Networking troubleshooting such as TCP/IP, DNS, IP routing.
Basic to intermediate coding skill expertise needed in one of the following - Java/Python/SQL/ETL or any cluster tool (like Hadoop)/Machine Learning and AI / App Containerization (Docker, Kubernetes)
Any Cloud Certification

Preferred Qualifications

Google Cloud Platform Certification

Position Responsibilities

Response, diagnosis, resolution and tracking by phone, email and chat of customer support queries. Maintain response and resolution speed as defined by SLOs.
Keep high customer satisfaction scores and follow quality standards in 90% of cases.
Assist and respond consults from other Technical Support Representatives through existing systems and tools.
Use existing troubleshooting tools and techniques to establish root cause for queries and provide a customer facing root cause assessment.
Understand business impact of customer issue report and follow internal issue prioritization guidelines, provide justification on priority for a given single customer report. Perform internal classification queries documenting classes of problems and preventative actions for further retroactive analysis.
Reactively (e.g. as a result of a query) file issue reports to Google engineers, collaborate with Google engineers to diagnose customer issues, build documentation, procedures, document desired behavior and/or steps to reproduce, and suggested code-level resolutions for complex product bugs, assist engineers to drive bugs to resolution.
Perform community management tasks as needed by the business.
Promptly and independently resolve technical incidents and escalations, with effective communication to all stakeholders internally and externally, so that no monitoring is needed by Google engineers.
Take cases involving customer-specific requirements on architectural design, provide solutions limited to a particular product (or a subset of product features).
Provide high-touch assistance to highest Tier customers, build in-depth understanding of most pressing customer issues and act as an advocate for such issues with Google engineers and Program Managers.
Responsible for a team of GOCers as their People Manager. Guide the team to achieve desired business results by driving performance, conveying goals, providing frequent coaching and feedback. Responsible for driving various people practices and will work towards driving employee retention and building an engaged workforce.

Benefits

We support you with competitive wages and comprehensive health care including medical, dental and vision coverage
We support your family with gender-neutral baby bonding leave, 26 week birth-parent maternity leave, and generous life, accident and disability insurance minimums
We support your teams with free daily lunch, fully stocked micro-kitchens, and culture clubs and employee resource groups that let you share what you care about

At Google Operations Center, we don’t just accept differences - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. 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. If you have a disability or special need that requires accommodation, please let us know.

IMPORTANT: This job posting is for Employee Referral purposes only. If you wish to explore internal opportunities within GOC, please head over to our Internal Job Posting site.

If you have referrals for this position, please choose +Add a Referral from your Greenhouse dashboard. Alternatively, you can use this instruction guide.

Thank you for visiting our referral job board and for participating in GOC Join!

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At GOC, we take ethical conduct very seriously. To ensure we avoid any potential conflicts of interest, we have established policies that apply to all employees and those seeking employment. These policies help us maintain fairness, objectivity, and transparency in our decision-making processes.

We understand that personal information is sensitive. We are committed to protecting the privacy of all applicants. Any information disclosed will be treated confidentially and used solely for the purpose of identifying and addressing potential conflicts of interest.

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Cloud Team Lead - Google Cloud Platform

IMPORTANT: This job posting is for Employee Referral purposes only. If you wish to explore internal opportunities within GOC, please head over to our Internal Job Posting site.

If you have referrals for this position, please choose +Add a Referral from your Greenhouse dashboard. Alternatively, you can use this instruction guide.

Thank you for visiting our referral job board and for participating in GOC Join!

IMPORTANT: This job posting is for Employee Referral purposes only. If you wish to explore internal opportunities within GOC, please head over to our Internal Job Posting site.

If you have referrals for this position, please choose +Add a Referral from your Greenhouse dashboard. Alternatively, you can use this instruction guide.

Thank you for visiting our referral job board and for participating in GOC Join!

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