Partner with Development Directors, Product Management, and Support leadership to define and execute the technical supportability roadmap across Google Cloud's portfolio including automated deflection and self-service diagnostics. Analyze fleet-wide incident telemetry and recurring customer failure modes to author technical proposals that influence Product Development roadmaps driving upstream improvements in API design, quota governance, error observability, and platform guardrails.
Understand customer issues, advocate for their needs with internal teams, including product and development teams, to find ways to deliver support and products. Design and deploy internal diagnostic tools, SQL/telemetry pipelines, and AI-driven triage automations that eliminate manual development toil and accelerate root-cause identification across global support teams. Lead production supportability reviews before launch sign-off.
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