At GFiber, we believe in the power of great internet that lets people do more, helps communities get stronger and makes amazing things possible. We’re not just growing to build better internet experiences, we’re also building a welcoming place where people who want to make a difference can grow their careers.

GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our growing, inclusive team is expanding as we connect more cities and people.

The application window will be open until at least August 23, 2024 . This opportunity will remain online based on business needs which may be before or after the specified date.

The Test Engineering team at GFiber is responsible for testing and launching new features and services across Business Support System (BSS), Operational Support System (OSS), Portal, Apps and Billing verticals. Our team is also responsible for testing and automating end-to-end use cases and customer scenarios. Working closely with the Field and Cross-Functional (XFN) software teams, we debug, triage and deploy fixes to production.

Role Description

As a Lead on the Test Engineering Support team, you will be responsible for the Tier 2/Tier 3 support functions and cover all engineering verticals under Technology Operations and Product Strategy (TOP) Engineering. In your role, you will support the Engineering organization and Test Engineering, helping to grow new skills in the team. This is a cross functional role where you will need to work with PRE (production reliability engineering), XFN (cross functional team), NOC (Network Operations) and engineering. Additionally, you will partner with the RunOps Technical Program Manager to establish new processes for existing and new engineering support verticals (ERP etc) and lead a mid-size team of highly skilled engineers in debugging, triaging, and providing actionable information to engineering owners.

In this role, you'll:

• Debug, triage, and troubleshoot Tier 2/Tier 3 issues across all engineering verticals such as BSS, OSS, Portal, Mobile Apps, and billing.

• Interface with field teams and provide timely updates on the issue, impact, engineering analysis, operational workaround, and the next steps to key stakeholders and execs.

• Engage and run war rooms for all critical production issues until resolution.

• Be the first line of defense for engineering and represent engineering in all post-mortem activities. Additionally, act as the point of contact for all business and UAT (User acceptance testing) activities.

• Work in close collaboration with the Test and Development Engineering teams to mentor and guide them on customer found defects and workflows.

At a minimum we'd like you to have:

• Bachelor’s degree in Computer Science or Network engineering, or equivalent practical experience.

• 10 years of industry experience with an internet service provider or supporting full-stack engineering in a similar environment.

• 5 years of experience working in a lead support specialist role supporting central engineering functions in an ISP or related environment.

• 5 years of experience leading teams.

• 5 years of experience supporting a cloud native, full-stack including experience with Salesforce, Operational Support System (OSS), Portal, iOS, Android apps, and/or Zuora Billing systems.

It's preferred if you have:

• 5 years of experience with Test Engineering functions including automation experience with Java/JavaScript.

• Experience with Test Engineering, Test-Driven Development (TDD), and testing.

• Experience in hands-on debugging across a complex stack (e.g. API, SaaS, microservices etc.)

• Experience in team building, mentoring and building bench strength.

• Experience partnering with technical and cross-functional stakeholders in resolving field and system reported issues.

• Experience with written and verbal updates on providing escalation status, root cause analysis and resolution updates to technical, nontechnical, and executive leaders.

The US base salary range for this full-time position is $167,000 - $245,000 + bonus + cash award + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

GFiber is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, citizenship, marital status, disability or Veteran status. Disclosure is voluntary, and this information will be kept confidential in compliance with Google's Candidate Privacy Policy. (https://careers.google.com/privacy-policy/) For more information please refer to our Equal Employment Opportunity Policy (https://careers.google.com/eeo/) and the EEOC's "Know your rights: workplace discrimination is illegal" (PDF) (https://careers.google.com/jobs/dist/legal/EEOC_KnowYourRights_10_20.pdf) .

It's important to us to create an accessible, inclusive workplace for everyone. If you have a need that requires accommodation, please let us know by completing our accommodations for applicants form (https://docs.google.com/forms/d/e/1FAIpQLSdssMbqAfgzQyXmBStjjc-OOg64CssJRQf5_yWGEBClZZrkpw/viewform?resourcekey=0-CxawQc0qPzP7wkZuem4M3A) . Our candidate accommodations team will then connect with you to confidentially discuss your options.