Senior Technical Solutions Manager, Billing, Google Cloud

Google • Waterloo, ON

14h • $222,000 - $308,000

About The Position

The Google Cloud Platform team helps customers transform and build their businesses using cloud technology. The team develops secure, reliable, and scalable products across infrastructure, applications, devices, and hardware, and helps customers—including developers, businesses, educational institutions, and government agencies—realize the benefits of Google technology.

As part of Cloud Billing Support, this role resolves billing issues and drives improvements at scale across Google Cloud customers. The team reduces friction across Workspace, Google Cloud Platform (GCP), and AI/ML by advocating for product enhancements, optimizing processes, and creating self-help resources. The role leads a team providing 24/7 support to help customers adopt Google Cloud. The team manages multi-supplier, multi-site vendor operations using standardized playbooks, training, and tools. The manager oversees support readiness for more than 90 active product launches annually and partners with Product and Developers to influence design and drive contact-reduction targets.

Individual pay depends on job-related skills, experience, and relevant education or training. Listed compensation is US: $222,000–$308,000 USD, plus a 25% bonus target, equity, and benefits; Canada: $208,000–$213,000 CAD, plus a 25% bonus target, equity, and benefits.

Requirements

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

Nice To Haves

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

Responsibilities

• Lead developers and program managers who enable Frontline Agents to support billing technical issues across Workspace, GCP, and AI/ML.
• Partner with Product Management and Developers to translate customer needs into product improvements, identify trends in customer feedback, and escalate issues within Google.
• Collaborate with Software Developers and Site Reliability Developers to manage production incidents in real time, emphasizing timely and thorough issue identification and customer communication.
• Resolve high-profile escalations and issues, improve the customer experience, and drive initiatives that increase customers’ likelihood of success on the platform.
• Identify opportunities and build solutions that improve support or empower customers to resolve issues using self-service tools and documentation.
• Lead a team providing 24/7 customer support for Google Cloud adoption.
• Manage multi-supplier, multi-site vendor operations using standardized playbooks, training, and tools.
• Oversee support readiness for more than 90 active product launches annually and partner with Product and Developers to influence design and drive contact-reduction targets.

Benefits

• 25% bonus target
• Equity
• Benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Senior