Senior Technical Solutions Manager, Billing, Google Cloud

Apigee; Waterloo (IA); On-site; USD 222,000 - 308,000; Full time

Benefits offered by this job

Bonus target

Equity

Benefits

Job summary

Google LLC in Waterloo, ON, Canada, is seeking a Senior Technical Solutions Manager for Billing in Google Cloud. You will lead a technical solutions team, partnering with Product Management and Developers to translate customer needs into scalable product improvements and readiness for 90+ annual launches.

You will oversee 24/7 support operations, manage multi-site vendor processes, and drive initiatives to reduce contact volume while advocating for customers across Workspace, GCP, and AI/ML

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 13 years of experience troubleshooting and advocating for customers' needs, and triaging technical issues.
• 3 years of experience managing a technical, customer-facing team.
• Experience with web technologies (HTTP, HTML, DNS, TCP) and reading code or system design.
• Experience across 2+ technical domains (e.g., Systems Admin, ML, Networking, Kubernetes).
• Ability to work non-standard hours including nights, weekends, holidays, on-call across global locations.

Responsibilities

• Lead a technical solutions team supporting Google Cloud Billing.
• Collaborate with Product Management and Developers to translate customer needs into product improvements.
• Support production incidents and drive customer-focused resolutions.
• Develop self-help resources and processes to reduce support contact volume.
• Oversee readiness for large product launch schedules.

Skills

Customer advocacy

Team leadership

Web technologies

Cross-functional collaboration

On-call readiness

Education

Bachelor’s degree in STEM

Job description

Senior Technical Solutions Manager, Billing, Google Cloud

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corporate_fare Google place Waterloo, ON, Canada ; Atlanta, GA, USA ; +1 more

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

Google utilizes AI tools to assist in assessing candidates in our hiring processes.

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Waterloo, ON, Canada; Atlanta, GA, USA; Austin, TX, USA.

• Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
• 13 years of experience troubleshooting and advocating for customers' needs, and triaging technical issues (e.g., hardware, software, application, operational, process).
• 3 years of experience managing a technical, customer-facing team.
• Experience with web technologies (HTTP, HTML, DNS, TCP), experience reading code in a general-purpose language (e.g., Java, Python, Go) or system design, AI-assisted coding/debugging.
• Experience with 2 or more technical domains (e.g., Systems Admin, Machine Learning, Networking, Kubernetes, Oracle, SAP).
• Ability to work non-standard working hours including nights, weekends, holidays, on-call support to collaborate across global locations.

Preferred qualifications:

• 10 years of experience in technical consulting on supporting large enterprise customers with high service-level objective and service-level agreement requirements.
• Experience supporting large-scale applications (web services, data pipelines, databases) across Linux/Unix or Windows, with cloud computing familiarity.
• Experience managing large-scale billing systems, FinOps, invoicing, and account management.
• Strong judgment, strategic thinking, and the ability to drive customer advocacy and alignment across cross-functional organizations.

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 part of the Cloud Billing Support, you will resolve billing issues by driving improvements at scale across all Google Cloud customers. You will eliminate friction across Workspace, Google Cloud Platform (GCP), and AI/ML by advocating for product enhancements, optimizing processes, and creating self-help resources. Your team helps customers, from developers and small businesses to enterprise, educational, and government organizations realize the full value of our technology.
In this role, you will lead a team providing 24/7 support to help customers seamlessly adopt Google Cloud. Your team is responsible for managing multi-supplier, multi-site vendor operations using standardized playbooks, training, and tools. You will oversee support readiness for over 90 active product launches annually, partner with Product and Developers to influence design and drive contact-reduction targets.

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 part of the Cloud Billing Support, you will resolve billing issues by driving improvements at scale across all Google Cloud customers. You will eliminate friction across Workspace, Google Cloud Platform (GCP), and AI/ML by advocating for product enhancements, optimizing processes, and creating self-help resources. Your team helps customers, from developers and small businesses to enterprise, educational, and government organizations realize the full value of our technology.
In this role, you will lead a team providing 24/7 support to help customers seamlessly adopt Google Cloud. Your team is responsible for managing multi-supplier, multi-site vendor operations using standardized playbooks, training, and tools. You will oversee support readiness for over 90 active product launches annually, partner with Product and Developers to influence design and drive contact-reduction targets.

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: $222000 - $308000 (USD) + 25% bonus target + equity + benefits
Canada: $208000 - $213000 (CAD) + 25% bonus target + equity + benefits
Learn more about benefits at Google .

• Lead a team of developers and program managers who enable our Frontline Agents to provide support for Billing technical issues across Workspace, GCP, and AI/ML.
• Partner with Product Management and Developers to translate customer needs into a better overall product; recognize trends in customer feedback and elevate issues within Google.
• Collaborate with Software Developers and Site Reliability Developers 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.
• Identify opportunities and build solutions to improve support or empower customers to solve issues by using self-service tools and documentation.

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.

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.