Job Description

Minimum qualifications

• Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
• 13 years of experience troubleshooting and advocating for customers' needs, and triaging technical issues (e.g., hardware, software, application, operational, process).
• 3 years of experience managing a technical, customer-facing team.
• Experience with web technologies (HTTP, HTML, DNS, TCP), experience reading code in a general-purpose language (e.g., Java, Python, Go) or system design, AI-assisted coding/debugging.
• Experience with 2 or more technical domains (e.g., Systems Admin, Machine Learning, Networking, Kubernetes, Oracle, SAP).
• Ability to work non-standard working hours including nights, weekends, holidays, on-call support to collaborate across global locations.

Preferred qualifications

• 10 years of experience in technical consulting on supporting large enterprise customers with high service-level objective and service-level agreement requirements.
• Experience supporting large-scale applications (web services, data pipelines, databases) across Linux/Unix or Windows, with cloud computing familiarity.
• Experience managing large-scale billing systems, FinOps, invoicing, and account management.
• Strong judgment, strategic thinking, and the ability to drive customer advocacy and alignment across cross-functional organizations.

About the job

The Google Cloud Platform team helps customers transform and build what's next for their business — all with technology built in the cloud. Our products are developed for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. Our teams are dedicated to helping our customers — developers, small and large businesses, educational institutions and government agencies — see the benefits of our technology come to life. As part of an entrepreneurial team in this rapidly growing business, you will play a key role in understanding the needs of our customers and help shape the future of businesses of all sizes use technology to connect with customers, employees and partners.

As a part of the Cloud Billing Support, you will resolve billing issues by driving improvements at scale across all Google Cloud customers. You will eliminate friction across Workspace, Google Cloud Platform (GCP), and AI/ML by advocating for product enhancements, optimizing processes, and creating self-help resources. Your team helps customers, from developers and small businesses to enterprise, educational, and government organizations realize the full value of our technology.

In this role, you will lead a team providing 24/7 support to help customers seamlessly adopt Google Cloud. Your team is responsible for managing multi-supplier, multi-site vendor operations using standardized playbooks, training, and tools. You will oversee support readiness for over 90 active product launches annually, partner with Product and Developers to influence design and drive contact-reduction targets.

Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.

Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

US: $222000 - $308000 (USD) + 25% bonus target + equity + benefits

Canada: $208000 - $213000 (CAD) + 25% bonus target + equity + benefits

Learn more about benefits at Google.

As a part of the Cloud Billing Support, you will resolve billing issues by driving improvements at scale across all Google Cloud customers. You will eliminate friction across Workspace, Google Cloud Platform (GCP), and AI/ML by advocating for product enhancements, optimizing processes, and creating self-help resources. Your team helps customers, from developers and small businesses to enterprise, educational, and government organizations realize the full value of our technology.

In this role, you will lead a team providing 24/7 support to help customers seamlessly adopt Google Cloud. Your team is responsible for managing multi-supplier, multi-site vendor operations using standardized playbooks, training, and tools. You will oversee support readiness for over 90 active product launches annually, partner with Product and Developers to influence design and drive contact-reduction targets.

Responsibilities

• Lead a team of developers and program managers who enable our Frontline Agents to provide support for Billing technical issues across Workspace, GCP, and AI/ML.
• Partner with Product Management and Developers to translate customer needs into a better overall product; recognize trends in customer feedback and escalate issues within Google.
• Collaborate with Software Developers and Site Reliability Developers to manage production incidents in real time, with an emphasis on timely and thorough issue identification and customer communication.
• Resolve high-profile escalations and issues, improve the customer experience and drive initiatives that increase their likelihood of success on our platform.
• Identify opportunities and build solutions to improve support or empower customers to solve issues by using self-service tools and documentation.