Technical Program Manager, Community Support, Google Cloud Platform

Google - Austin, TX4.3

Full-timeEstimated: $140,000 - $170,000 a year
Note: By applying to this position your application is automatically submitted to the following locations: Sunnyvale, CA, USA; San Francisco, CA, USA; Austin, TX, USA; New York, NY, USA; Seattle, WA, USA

Minimum qualifications:
Bachelor's degree or equivalent practical experience.
2 years of experience managing technical projects.
Experience in data analysis with SQL or NoSQL dialects. Experience in Python.

Preferred qualifications:
Experience in a product management, software development, or development operations role.
Experience improving processes, team productivity, and quality through automation and tools development.
Fluency in Python and/or BigQuery.
Ability to communicate with and influence diverse technical and non-technical groups.
Firm sense of accountability, with the ability to navigate ambiguity.
Excellent analytical and problem-solving skills, impeccable business judgment, and solid understanding of customer support principles.
About the job
The Google Cloud Support team helps customers solve technical problems with excellent customer care. We engage customers across the globe through 1:1 support, online communities, and social platforms. Our team is the face of Google to many customers, and we want their Google support experience to set new standards, just like Google’s products do, with an innovative approach to support.

The Community Support (1:Many) Technical Program Manager (TPM) role will give you the opportunity to make a meaningful impact on Google's innovative Cloud Platform (GCP). As part of the GCP Supportability Programs team, you will work closely with engineers and product managers to deliver an increasingly effective customer experience and drive the need for reactive customer support towards zero.

You will be part of the 1:Many Program team, which uses public channels to deliver scalable technical support to developers and administrators who use GCP products. As a TPM, you will be responsible for building and managing programs to continuously monitor and enhance the productivity of customer-facing engineers. Moreover, you will use data from these activities to influence GCP products, documentation and user experience.

The 1:Many team interacts with an exceptionally wide range of teams at Google. These cross-team interactions will give you a chance to demonstrate impact as you create structure, shape procedures, and build systems to support these activities.

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.

Define, evaluate, and continually improve the 1:Many team's technical support practices, processes, and tooling. Identify tooling and automation improvements and implement new features, including code implementation and CL reviews.
Develop project schedules, milestones, stakeholder dependencies, and risk analysis/mitigation to meet Community Support objectives. Coordinate and influence across stakeholders to see those projects through implementation.
Provide project feedback and updates as projects develop.
Advocate for GCP customers internally, and influence Google product strategy by working with Product Management, Engineering, PR, Marketing, Business Development, Developer Relations, and other cross-functional teams.
At Google, we don’t just accept difference—we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. 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.