Technical Solutions Engineering Manager, Google Cloud Security

Minimum qualifications:

• Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
• 13 years of experience troubleshooting and advocating for customer's needs, and triaging technical issues (e.g., hardware, software, application, operational, process).
• 13 years of experience in managing a technical, customer-facing team through critical escalations.
• 8 years of experience reading code in a general purpose coding language (e.g., Java, C, C++, Python, Shell, Go, JavaScript) or in system design.

Preferred qualifications:

• Certifications such as CISSP, CISM, GCIH, GCIA, Security+ or Google Professional Cloud Security Engineer.
• Experience in troubleshooting and supporting large-scale applications such as web services, data storage, databases, data pipelines, high-performance computing, commerce engines, with Linux/Unix or Windows operating systems.
• Ability to analyze data using a structured query language.
• Ability to operate in a customer focused environment and advocate for customers across a cross-functional organization.
• Excellent communication skills to interact with customers, engineers, and management and problem solving skills to resolve technical issues

About the job

The Google Cloud Platform team helps customers transform and build what's next for their business — all with technology built in the cloud. Our products are developed for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. Our teams are dedicated to helping our customers — developers, small and large businesses, educational institutions and government agencies — see the benefits of our technology come to life. As part of an entrepreneurial team in this rapidly growing business, you will play a key role in understanding the needs of our customers and help shape the future of businesses of all sizes use technology to connect with customers, employees and partners.

Responsibilities

• Lead a team across Asia-Pacific and India technical solutions engineering pods providing support across all Google SecOps (e.g., Chronicle SIEM, SOAR, and Google Threat Intelligence), through strategic direction, clear expectations, feedback and opportunities for professional growth.
• Partner with Software Engineering and Site Reliability Engineering to manage production incidents in real time, with emphasis on timely and thorough issue identification and customer communication
• Resolve high-profile escalations and issues, improve the customer experience and drive initiatives that increase their likelihood of success
• Work as people manager of engineers to partner with regional counterparts in Americas and EMEA to ensure seamless 24x7 case transitions, uniform SLA adherence, and standardized troubleshooting workflows
• Translate recurring customer and technical patterns into clear, evidence-based feedback for Product and Engineering including reproducible examples, impact assessment, and recommendations for contact rate reduction scalable solutions.