Minimum qualifications:
- Bachelor's degree in Engineering, Computer Science, a related technical field, or equivalent practical experience
- 9 years of experience in technical troubleshooting, professional services, solution developing, technical consulting, or data analysis.
- 1 year of experience in technical management or managing technical projects.
- 1 year of experience in technical troubleshooting and writing code in one or more general-purpose programming languages or SQL.
- Experience in two or more technical domains: Web Tech, Data/Big Data, Systems Admin, Machine Learning, Networking, Kubernetes, or SAP.
Preferred qualifications:
- Master's degree in Engineering, Computer Science, Business, or a related field.
- 3 years of experience with cloud technologies, such as architecting, developing, or maintaining cloud solutions in virtualized environments, public cloud services, or infrastructure.
- 1 year of experience in a leadership role.
- Experience with FinOps, account management, invoicing, payments, and billing systems.
- Experience troubleshooting and advocating for customer needs, and triaging complex technical issues across hardware, software, applications, or operational processes.
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.
Our Technical Solutions team own our large and important customer issues in addition to providing level two support to our other support teams. You will be a part of a global team that provides support to help customers seamlessly make the switch to Google Cloud. In this role, you will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting. You will make our products easier to adopt and use by making improvements to the product, tools, processes and documentation. Our Technical Solutions team is driven by customers and you will help drive the success of Google Cloud by understanding and advocating for our customers’ issues.
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.
Canada: $144000 - $147000 (CAD) + 15% bonus target + equity + benefits
Learn more about
benefits at Google.
Responsibilities:
- Drive technical outcomes by managing and resolving complex enterprise customer billing escalations through advanced diagnosis, analysis, and troubleshooting expertise.
- Contribute to relationship management across several projects and stakeholders as a key technical contributor, providing technical solution strategy to business, account management, and enterprise customers.
- Uncover trends in customer issues and business objectives, and proactively create innovative solutions to address them in partnership with Product and Developing teams.
- Influence product direction and advocate for customer needs by translating complex technical challenges into actionable strategies for cross-functional teams like Product Management and Software Developers.
- Develop an in-depth understanding of underlying architectures to determine root causes, and write code to build customized technical solutions and internal tools that scale diagnostic capabilities globally.
