Senior Technical Solutions Manager, Billing, Google Cloud

Senior Technical Solutions Manager, Billing, Google Cloud

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corporate_fareGoogleplaceWaterloo, ON, Canada; Atlanta, GA, USA; +2 more; +1 more

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Experience owning outcomes and decision making, solving ambiguous problems and influencing stakeholders; deep expertise in domain.

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XThis is for a new vacancy.

In most instances, this position requires in-person interviews as part of the hiring process.

Google utilizes AI tools to assist in assessing candidates in our hiring processes.

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Waterloo, ON, Canada; Atlanta, GA, USA; Austin, TX, USA.

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 whats 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.

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.

Information collected and processed as part of your Google Careers profile, and any job applications you choose to submit is subject to Googles Applicant and Candidate Privacy Policy.

Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Googles EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.

If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.

Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.

To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.

Equity is granted exclusively and discretionarily by Alphabet Inc. on the basis of an agreement concluded between you and Alphabet Inc. Alphabet Inc. is your sole contractual partner with respect to equity grants. GSU grants are not guaranteed, are discretionary, are subject to approval by the Alphabet Inc. board of directors or its delegate, the terms of the relevant Alphabet Inc. stock plan, and your grant agreement. They have no impact on statutory payments. Current or past grants do not confer an acquired right.