Test Engineering Support Lead

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 …