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About the Role
The Google Cloud Platform team helps customers transform and build what's next for their business using cloud technology. As part of an entrepreneurial team, you will play a key role in understanding customer needs and shaping the future of how businesses use technology. Within Cloud Billing Support, you will resolve billing issues by driving improvements at scale across all Google Cloud customers, eliminating friction across Workspace, GCP, and AI/ML by advocating for product enhancements, optimizing processes, and creating self-help resources.
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.
Requirements
- 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.
- 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.
Skills
- Web technologies (HTTP, HTML, DNS, TCP)
- Reading code in a general-purpose language (e.g., Java, Python, Go)
- System design
- AI-assisted coding/debugging
- Technical domains (e.g., Systems Admin, Machine Learning, Networking, Kubernetes, Oracle, SAP)
- Technical consulting
- Supporting large enterprise customers
- Supporting large-scale applications (web services, data pipelines, databases)
- Cloud computing
- Managing large-scale billing systems
- FinOps
- Invoicing
- Account management
- Judgment
- Strategic thinking
- Customer advocacy
- Cross-functional alignment
Experience Level
- 13 years of experience troubleshooting and advocating for customers' needs, and triaging technical issues
- 3 years of experience managing a technical, customer-facing team
- 10 years of experience in technical consulting on supporting large enterprise customers
Education Level
- Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
Salary/Compensations
- US: $222000 - $308000 (USD) + 25% bonus target + equity + benefits
- Canada: $208000 - $213000 (CAD) + 25% bonus target + equity + benefits
Benefits
- 25% bonus target
- equity
- benefits
About the Company
- 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.