Minimum qualifications:
- Bachelor's degree in Computer Science, Electrical Engineering, related technical field, or equivalent practical experience.
- 6 years of experience in technical customer support, IT operations, or systems administration.
- 2 years of experience leading technical customer support, IT operations, or systems administration teams.
- Experience in automating/scripting support processes.
Preferred qualifications:
- Experience with Google Cloud Platform.
- Experience with high-performance computing tools and infrastructure.
- Understanding of complex IT infrastructure and ability to troubleshoot issues.
- Ability to identify systemic problems through data analysis.
- Passion for learning customer workflows, identifying pain points, and designing/implementing creative solutions to them.
- Excellent customer service, organizational, prioritization, multitasking, communication, and leadership skills.
Responsibilities:
- Lead a global support team to improve the productivity of silicon engineers.
- Partner with and lead peers, vendors, and other technical support teams to coordinate troubleshooting, process, and resolution for incidents and problems in a timely manner.
- Develop scripts, tools, processes, or solutions to prevent problems, improve user productivity, and automate recurring tasks as part of longer-term and global service improvements.
- Improve operational efficiencies across the silicon organization and Google-wide through tooling improvements.
- Lead IT projects, ensure they are designed and planned well, delivering solutions or technical improvements. Analyze all relevant data to show the business impact of projects.
