Google Apps Technical Support Manager
Google - New York, NY

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Help the globe "go Google". The Enterprise team helps companies seamlessly make the switch to Google products and supports them along the way. You’ll support businesses, universities and governments using Google Apps in their organizations. You’ll lead a team that provides solutions to challenging technical issues, builds customer-facing operations, defines client needs, and works with Product and Engineering teams to improve the overall product. As a manager in Google Apps, you'll lead a team of high-performing and highly-skilled technical support specialists and operations associates. You’re a leader with flexibility, people management experience, and outstanding decision-making skills. You’re able to use quantitative abilities to make effective, strategic decisions and able to exercise extraordinary judgment as a key stakeholder in defining our long-term business and operations. You’re proactive, organized, and responsible, and you work well within a cross-functional and fast-paced group.

Experience using Google Apps, specifically Google Apps for Business.
Identify and implement initiatives to drive customer satisfaction and increase efficiency across our head, torso, and tail customer segments.
Interact directly with customers on high-profile escalations to resolve issues.

BA/BS in Computer Science or a related technical field (in lieu of degree, 4 years of relevant work experience).
Relevant experience including direct people management.
5 years of industry experience building a client-facing operation and working directly with clients through technical support, professional services, engineering, sustaining engineering, or systems engineering.

Strong analytical, problem-solving and strategic-thinking skills.
Experience with managing hosted services / SaaS is preferred. Familiarity with programming/scripting (i.e. one or more of Java, C, C++, .NET, Python, shell, Perl, JavaScript).
Hands-on experience implementing, troubleshooting, and supporting Internet-based applications, web servers, mail servers (e.g. Exchange, Lotus, sendmail, or Postfix), and Linux/Unix operating systems. Experience with Identity Management or Directory Services (LDAP, AD).
Experience using Google Apps, specifically Google Apps for Business (
Proven track record of exceptional performance as a direct manager.
We've helped millions of employees and organizations around the world to "go Google." As masters of cloud computing, the Enterprise team helps small and large businesses, educational institutions and government agencies discover the wonders of "the cloud" and work smarter through Google Apps. Our technical and sales teams design and implement solutions for these organizations with custom features, security and support -- all with Google's philosophy of innovation and ease of use in mind.

Google - 17 months ago - save job - copy to clipboard
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