Director of Technical Support, Google Cloud, APAC

Google; Singapore; On-site; SGD 150,000 - 200,000; Full time

Job summary

A leading technology company in Singapore is seeking a Director of Technical Support for Google Cloud to lead customer-centric support initiatives. The ideal candidate must have significant experience in technical support and cloud products, a strategic mindset, and fluency in Mandarin. This role focuses on building high-performing teams and driving customer satisfaction through effective management strategies.

Qualifications

• 15 years of experience in engineering.
• Experience in providing support services.

Responsibilities

• Develop and execute a comprehensive strategy aligned with the Cloud Support vision.
• Ensure exceptional customer satisfaction by establishing customer-centric OKRs.
• Drive operational efficiency by optimizing processes, tools, and workflows.
• Build, lead, and mentor support professionals.

Skills

Experience managing complex escalations

Leadership experience in technical support

Excellent strategic thinking and problem-solving

Deep technical expertise in cloud products

Customer-centric mindset

Fluency in Mandarin

Education

Bachelor's degree in Engineering or Computer Science

Job description

Director of Technical Support, Google Cloud, APAC

Google will be prioritizing applicants who have a current right to work in Singapore, and do not require Google's sponsorship of a visa.

Minimum qualifications:

• Bachelor's degree in Engineering, Computer Science, or equivalent practical experience.
• 15 years of experience in engineering.
• Experience in providing support services.

Preferred qualifications:

• Experience managing complex escalations.
• Leadership experience in technical support, preferably with Cloud products, with strong management, capacity planning, resource optimization, and team development skills.
• Excellent strategic thinking and problem-solving skills, and ability to drive innovation and operational excellence in fast-paced, high-growth environments.
• Deep technical expertise in cloud products and the technology stack, including the ability to design and implement cloud architectures and solutions.
• Customer-centric mindset and excellent communication and collaboration skills.
• Ability to communicate in Mandarin fluently.

About the job

We are seeking a highly strategic and customer-centric Director to lead our High Touch Support group in Singapore. You will be responsible for building and leading high-performing teams, fostering strong cross-functional partnerships, and ensuring exceptional customer experiences for our Cloud products. This is a customer-facing role that requires interactions in Mandarin with local stakeholders.

This role will have a critical business impact, particularly in light of the Cloud’s rapid business growth in the region. The role demands not just operational oversight but the development and execution of a comprehensive support strategy aligned with Cloud Support’s long-term vision, directly impacting product adoption and commercial success. You'll be expected to act as a thought leader and convert externally, influence engineering leadership on portfolio health, and lead innovation to improve support processes.

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.

Responsibilities

• Develop and execute a comprehensive strategy aligned with the Cloud Support vision. Set objectives to drive optimal product adoption and commercial success, and act as a thought leader.
• Maintain deep technical expertise and guide the team as a subject matter expert. Collaborate with engineering leadership to highlight portfolio health and risks.
• Ensure exceptional customer satisfaction by establishing customer-centric OKRs. Lead and manage high-priority escalations effectively, restoring customer faith and sentiment.
• Drive operational efficiency by optimizing processes, tools, and workflows. Balance outsourcing needs with new product introduction volume and advocate for innovative solutions like automation initiatives.
• Build, lead, and mentor support professionals, fostering a high-performing culture. Lead proactive capacity planning and maintain strong cross-functional collaboration.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.