Manager, Technical Solutions Specialist, Billing, Google Cloud

Minimum qualifications:

• Bachelor's degree in Science, Technology, Engineering, Math or equivalent practical experience.
• 5 years of relevant industry experience, including 3 years of experience managing a technical, customer-facing team.
• Experience in advocating for customer issues or needs.
• Experience in technical support, professional services, software development, or product operations management.

Preferred qualifications:

• Experience with managing hosted services/SaaS including familiarity with one or more of the following programming/scripting languages: Java, C, C++, .NET, Go, Python, shell, Perl, JavaScript.
• Experience in troubleshooting, and supporting large-scale applications such as web services, data storage, databases, data pipelines, high-performance computing, commerce engines, with Linux/Unix or Windows operating systems.
• Experience managing Enterprise customer relationships and supporting large-scale billing systems.
• Ability to operate in a customer focused environment and advocate for customers across a cross-functional organization.
• Excellent judgment, strategic thinking, and creative problem-solving skills.

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 engineered 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.

In this role, you will work with leading enterprises and startups to realize the power of cloud computing with Google Cloud Platform. You will handle customer escalations by combining business acumen with technical assessment skills. You will develop team members into highly skilled troubleshooting experts who can diagnose a wide variety of cloud computing issues within minutes. You will build relationships with leaders in Site Reliability Engineering, Software Engineering, and Product Management that allow you to quickly solve complex issues and make you a trusted source of customer feedback. You lead operational excellence within your team.

Google Cloud accelerates organizations’ ability to digitally transform their business with the best infrastructure, platform, industry solutions and expertise. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology – all on the cleanest cloud in the industry. 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.

Responsibilities

• Lead a team of engineers who deliver Billing technical support across the Google Cloud Platform.
• Partner with Product Management and Engineering to translate customer needs into a better overall product. Recognize trends in customer feedback and escalate issues within Google.
• Partner with Software Engineering and Site Reliability Engineering 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.
• Develop the inspiration, goals, priorities, Objectives and Key Results (OKRs), and work alongside the team to accomplish them. Ensure high-quality customer service and ongoing technical skill development.

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Google is an American multinational technology company specializing in Internet-related services and products that include online advertising technologies, search, cloud computing, and software. Most of its profits are derived from AdWords, an online advertising service that places advertising near the list of search results