Senior Product Technology Manager, Cloud Support on Gemini

Google LLC; San Francisco (CA); On-site; USD 150,000 - 217,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Paid Time Off: 20 days/year (plus sick

Sick Time: 40 hours/year

Maternity Leave: 28-30 weeks

Baby Bonding Leave: 18 weeks

Holidays: 13 paid days/year

Job summary

Google Cloud Platform seeks a Senior Product Technology Manager for Support on Gemini to define and execute a compelling product strategy for next-gen customer support experiences. You will lead the creation of agentic AI systems delivering proactive and reactive support, collaborating with GCBP, Vendors, and Engineering to bring new features to market.

The role emphasizes cross-functional leadership, enterprise-scale product launches, and deep technical documentation, with a focus on

Qualifications

• Bachelor's degree in Computer Science, Information Systems, related technical field, or equivalent practical experience.
• 9+ years in a technical role providing enterprise-level support and workflows.
• 9+ years with two or more of Web Tech, Data/BigData, Systems Admin, Machine Learning, Networking, Kubernetes, Oracle, SAP, VMWare.

Responsibilities

• Translate business objectives and requirements from systems program managers into a product idea, strategy, and roadmap for Support on Gemini, aligning with broader company objectives and customer needs.
• Drive the conceptualization, development, and launch of innovative Agentic AI systems for customer support, transforming our support from fragmented and human-driven to unified, autonomous, and AI-driven.
• Own the product requirements for Cloud Support built technical solutions, and collaborate with GCBP, Technology Vendors, and GCP Product and Engineering to bring new support experiences and features to market.
• Act as a subject matter expert on technical knowledge for the support organization, providing technical guidance and training, while identifying and advocating for new capabilities and improvements based on support needs and data analysis.
• Engage with executive leadership and key stakeholders to communicate product strategy, progress, and results.

Skills

Web Tech

Data/BigData

Systems Admin

Machine Learning

Networking

Kubernetes

Oracle

SAP

VMWare

Education

Bachelor's degree in Computer Science/Information Systems or related field

Job description

Senior Product Technology Manager, Cloud Support on Gemini

X For United States Applicants: Applicants in San Francisco: Qualified applications with arrest or conviction records will be considered for employment in accordance with the San Francisco Fair Chance Ordinance for Employers and the California Fair Chance Act. In accordance with Washington state law, we are highlighting our comprehensive benefits package, which is available to all eligible US based employees. Benefits for this role include:

• Health, dental, vision, life, disability insurance
• Retirement Benefits: 401(k) with company match
• Paid Time Off: 20 days of vacation per year, accruing at a rate of 6.15 hours per pay period for the first five years of employment
• Sick Time: 40 hours/year (increased to 69 hours/year for Seattle) including 5 discretionary sick days per instance
• Maternity Leave (Short-Term Disability + Baby Bonding): 28-30 weeks
• Baby Bonding Leave: 18 weeks
• Holidays: 13 paid days per year

For Mexico City Applicants:

Please submit your resume in English - we can only consider applications submitted in this language.

Only applications of candidates with Mexican citizenship will be evaluated for this role in compliance with the provisions of Article 7 of the Federal Labor Law.

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

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Sunnyvale, CA, USA; Seattle, WA, USA; San Francisco, CA, USA; Mexico City, CDMX, Mexico.

• Bachelor's degree in Computer Science, Information Systems, related technical field, or equivalent practical experience.
• 9 years of experience in a technical role, such as technical solutions engineer, software engineer, or technical program manager, providing enterprise-level support and workflows.
• 9 years of experience with two or more of the following: Web Tech, Data/BigData, Systems Admin, Machine Learning, Networking, Kubernetes, Oracle, SAP, VMWare.
• 6 years of experience troubleshooting and advocating for customers, addressing Cloud technical risks.

Preferred qualifications:

• Experience using analytics and data to problem-solve, collaborate, and communicate with stakeholders.
• Experience building and understanding agentic AI, large language models (LLMs), and their application in customer-facing products.
• Experience launching successful products or services, from conception to launch.
• Experience developing and managing technical documentation, runbooks, or knowledge bases.

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.

As a Product Technology Manager for Support on Gemini, you will define and execute the product strategy for a new generation of customer support experiences, treating support as a product in itself. You will be responsible for bringing to life agentic systems to deliver unparalleled proactive and reactive support to customers. You will be a key designer in the organization, shaping the GenAI-driven future of how we interact with and support customers.

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.

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.

As a Product Technology Manager for Support on Gemini, you will define and execute the product strategy for a new generation of customer support experiences, treating support as a product in itself. You will be responsible for bringing to life agentic systems to deliver unparalleled proactive and reactive support to customers. You will be a key designer in the organization, shaping the GenAI-driven future of how we interact with and support customers.

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: $150000 - $217000 (USD) + 15% bonus target + equity + benefits

• Translate business objectives and requirements from systems program managers into a product idea, strategy, and roadmap for Support on Gemini, aligning with broader company objectives and customer needs.
• Drive the conceptualization, development, and launch of innovative Agentic AI systems for customer support, transforming our support from fragmented and human-driven to unified, autonomous, and AI-driven.
• Own the product requirements for Cloud Support built technical solutions, and collaborate with GCBP, Technology Vendors, and GCP Product and Engineering to bring new support experiences and features to market.
• Act as a subject matter expert on technical knowledge for the support organization, providing technical guidance and training, while identifying and advocating for new capabilities and improvements based on support needs and data analysis.
• Engage with executive leadership and key stakeholders to communicate product strategy, progress, and results.

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 Google's EEO Policy , Know your rights: workplace discrimination is illegal , Belonging at Google , and How we hire .

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.