Technical Operations Engineer, EngProd, Silicon

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 operation, or systems administrations 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.

Responsibilities

• Lead a global support team to improve the productivity of thousands 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 possibly Google-wide through tooling improvements.
• Lead IT projects, ensuring they are designed and planned well, delivering solutions and/or technical improvement. Analyze all relevant data to show the business impact of projects.

About the job

Technical support for a technology company is a big task. As a Corporate Operations Engineer you are the go-to person for Googlers' computer hardware and software needs, providing front line user support for all of Google's internal tools and technologies. You troubleshoot, respond to inquiries and find solutions to technical challenges. Beyond the day-to-day, you improve the Googler user experience by contributing to longer term projects and documentation efforts. You are highly technical and are comfortable problem solving with multiple operating systems (like OS X, Linux, Windows) and a range of devices (including desktops/laptops, phone systems, video conferencing and various wireless devices). You occasionally partner with various teams including security, networking and infrastructure. You're a fast learner and great communicator who can support the IT needs of global offices of all sizes and Googlers of varying technical backgrounds.

You improve the front-line user experience by providing on-demand user support for Google's corporate users, resources, tools and applications while also contributing to longer-term projects.