Cloud Support Team Lead

Company Overview:

WideOps is a leading cloud service provider specializing in Google Cloud Platform (GCP) solutions. Our mission is to help organizations accelerate their digital transformation journey by offering top-notch cloud consulting, migration, and managed services. We prioritize innovation, reliability, and customer satisfaction in all our operations, ensuring our clients succeed in leveraging the power of GCP.

We are seeking a proactive and skilled Cloud Support Team Lead to lead our support team in delivering exceptional service and technical expertise to clients using Google Cloud Platform. The Support Team Lead will be responsible for managing a team of support engineers, ensuring that client issues are resolved efficiently, and maintaining high levels of customer satisfaction. This role will be key in bridging our technical expertise with customer needs, ensuring smooth operations, timely support, and continuous improvement of support processes.

• Team Leadership & Management: Lead, mentor, and develop a team of support engineers, fostering a collaborative and high-performance environment.
• Customer Support Operations: Oversee daily support operations, ensuring prompt and effective resolution of client issues on GCP. Coordinate and assign tasks to team members to maintain SLA and customer satisfaction targets.
• Technical Troubleshooting: Provide hands-on support and advanced troubleshooting for complex technical issues related to Google Cloud Platform, including but not limited to Compute Engine, Kubernetes Engine (GKE), BigQuery, Cloud SQL, and Load Balancers.
• Process Optimization: Continuously evaluate and improve support processes to enhance team efficiency, response times, and customer satisfaction. Identify and implement automation and documentation to streamline operations.
• Customer Communication: Act as a primary point of contact for escalated issues, communicating with customers to ensure transparency, manage expectations, and deliver resolutions.
• Incident Management: Manage incidents and escalations effectively, coordinating with engineering and operations teams to resolve critical issues promptly and minimize customer impact.
• Reporting & Metrics: Monitor and report on support metrics, analyzing trends to identify areas for improvement. Prepare regular performance reports for management, offering insights and recommendations.
• Training & Development: Develop training materials and conduct sessions to enhance team knowledge and keep skills up-to-date with GCP's evolving services and technologies.

• Experience: Minimum 1 years in a technical support role, with at least 1 years in a leadership position, preferably within a cloud environment.
• GCP Expertise: Strong knowledge of Google Cloud Platform (GCP) services and solutions. Hands-on experience with GCP services like Compute Engine, Kubernetes Engine, Cloud SQL, IAM, and Networking.
• Technical Skills: Proficiency in Linux/UNIX systems, networking concepts, and containerized environments (e.g., Docker, Kubernetes). Familiarity with scripting languages (Python, Bash) for automation is a plus.
• Problem-Solving Abilities: Proven ability to troubleshoot and resolve complex technical issues under pressure, with a strong focus on root cause analysis and preventive measures.
• Customer-Focused Mindset: Excellent customer service skills with the ability to manage customer expectations, communicate effectively, and ensure a positive client experience.
• Organizational Skills: Strong project management and organizational skills, with a focus on prioritizing tasks and managing time effectively.
• Certifications: GCP Professional Cloud Architect or GCP Professional Cloud Network Engineer certifications are highly desirable. - Advantage