Senior Product Technology Manager, Cloud Support on Gemini

Google; Sunnyvale, San Francisco, Seattle (CA, CA, WA); On-site; MXN 2,211,000 - 3,684,000; Full time

Job summary

Google Cloud Platform is seeking a Product Technology Manager for Support on Gemini. Define and execute the product strategy for a new generation of customer support experiences, bringing agentic AI systems to life to provide proactive and reactive support.

Collaborate with product, engineering, and GCBP teams to shape the future of AI-driven customer interactions and scalable cloud solutions. The role emphasizes leading cross-functional efforts, aligning business objectives with customer needs,

Qualifications

• Bachelor's degree in Computer Science, Information Systems, related technical field, or equivalent practical experience.
• 9 years of experience in a technical role providing enterprise-level support and workflows.
• 9 years of experience with two or more of: 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.
• Experience writing and reading code in a general purpose language (e.g., Java, C, C++, Python, Shell, Go, JavaScript) or system design.

Responsibilities

• Translate business objectives and requirements into a product idea, strategy, and roadmap for Support on Gemini.
• Drive the development and launch of Agentic AI systems for customer support.
• Own product requirements for Cloud Support built technical solutions and collaborate with internal teams to bring new experiences to market.
• Act as a subject matter expert on technical knowledge for the support organization and provide guidance and training.
• Engage with executive leadership and stakeholders to communicate product strategy and progress.

Skills

Customer advocacy

Analytical problem solving

Excellent communication

Education

Bachelor's degree in Computer Science or related field

Tools

Kubernetes

Oracle

SAP

VMware

Job description

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.

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

Minimum qualifications:

• 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.
• Experience writing and reading code in a general purpose coding language (e.g., Java, C, C++, Python, Shell, Go, JavaScript) or in system design.

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.

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

Learn more about benefits at Google .

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.

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.