Supportability Technical Lead, Billing, Google Cloud

Google•Waterloo, ON

13h•$176,000 - $256,000

About The Position

Cloud Billing Support resolves billing issues by driving improvements at scale across Cloud customers. The role focuses on understanding customer needs and helping shape how businesses use technology to connect with customers, employees, and partners. The Supportability Technical Lead designs the future state of technical support and customer experience for Billing. They partner with Google Cloud Product teams, Support teams, Development, and other cross-functional leaders to define and drive the strategic roadmap for technical support innovation and agility. The role leads projects that integrate supportability requirements throughout the product life cycle and defines standards for support processes, tooling, and operational readiness. As part of a global team providing 24x7 support, the role owns large and important customer issues and provides level-two support to other support teams. Work includes troubleshooting through debugging, networking, system administration, documentation updates, and coding or scripting as needed. The role also improves products, tools, processes, and documentation to make products easier to adopt and use. The position follows regular hours, with some flexibility to collaborate across geographic locations. It also participates in an on-call rotation roughly once a quarter, subject to change, covering a 48-hour weekend Tier 1 shift with a five-minute response Service Level Objective (SLO).

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 involving areas such as hardware, software, applications, operations, or processes.
Experience leading projects or initiatives from design or concept through delivery, such as driving a feature improvement or new internal tool.

Nice To Haves

Experience querying, analyzing, and interpreting large datasets using SQL and other data storage or analysis tools, such as NoSQL, log analysis, protocol buffers, or MapReduce.
Experience with public cloud services (Google Cloud Platform), Machine Learning, Generative AI, model evaluation, and supporting hosted applications or FinOps/billing systems.
Proficiency in coding, debugging, or system design using general-purpose programming languages such as Java, C, C++, Python, Go, Shell, JavaScript, Perl, or .NET, and core web technologies, networking, or Linux/Unix administration.
Proven leadership and technical communication skills, including creating documentation, influencing system architecture, and collaborating across Support and Product Development teams.
Strong computer fundamentals in web technologies such as HTTP, HTML, DNS, and TCP.

Responsibilities

Partner with Development Directors, Product Management, and Support leadership to define and execute the technical supportability roadmap across Google Cloud’s portfolio, including automated deflection and self-service diagnostics.
Analyze fleet-wide incident telemetry and recurring customer failure modes, and author technical proposals that influence Product Development roadmaps and drive upstream improvements in API design, quota governance, error observability, and platform guardrails.
Understand customer issues and advocate for customer needs with internal product and development teams to find ways to deliver support and products.
Design and deploy internal diagnostic tools, SQL/telemetry pipelines, and AI-driven triage automations to eliminate manual development toil and accelerate root-cause identification across global support teams.
Lead production supportability reviews before launch sign-off.
Own large and important customer issues and provide level-two support to other support teams.
Troubleshoot customer technical problems using debugging, networking, system administration, documentation updates, and coding or scripting as needed.
Improve products, tools, processes, and documentation to make products easier to adopt and use.
Participate in an on-call rotation roughly once a quarter, covering a 48-hour weekend Tier 1 shift with a five-minute response SLO.