Tools and Technical Support Lead

DESCRIPTION/RESPONSIBILITIES: Role Description The team works on keeping Maps Data current and reflective of real world changes. They work on issues submitted by end users of Maps or tests the location results of user queries submitted via Search (Web) or Maps interface. A Tech point of contact is the liaison between the Operations team and Engineering team and responsible for ensuring the smooth technical functioning of the Ops teams. The Tech point of contact responds to support tickets for technical issues (bugs, latency, tool issues) and performs debugging and analysis and escalates bugs that negatively impact operations according to the thresholds established in a timely and clear way. Role & Responsibilities * Analyze and resolve tools and/or hardware problems: Diagnose and resolve complex problems discovered in tools/ products * Act as a technology expert for Geo Operators and Program Managers, removing technical obstacles and resolving user reported problems. * Provide subject matter guidance in any of: networking protocols, linux operating systems, software development, web protocols, or other computing and systems paradigm * Work closely with program management and software engineering teams to appropriately file bugs and escalate issues, ensure reproducibility and clearly communicate user issues * Coordinate tools releases and new updates (as needed) * Test tool fixes/changes/new features for engineers * Submit code changes for internal tools (as needed) * Develop new tools/Dashboard as needed by the teams * Diagnose global geo problems related to software/glinux * Build/test training databases and update script to allow QCing on training DBs REQUIRED SKILLS: Experience / Skills * Overall 5+ years of experience with minimum of 1 year of team handling experience * High school graduate or equivalent * High Technological savviness, strong problem-solving skills and excellent attention to detail * Capacity to troubleshoot and debug multiple tools and issues * Technological savviness - with knowledge of - troubleshooting steps (for any app/tool) , SQL , Oracle, Python and other programming languages * Basic understanding of Data science packages (NumPy, Pandas) and frameworks (PySpark, Tensorflow) * Quick to adapt new testing scenarios and grasp new technical skills * Familiar with Google docs, spreadsheets, slides etc * Comfortable with a rapidly-changing environment Equal Opportunity Employer-minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity