The role
From Google's own posting.
Cloud Billing Support resolves Billing issues by driving improvements at scale across all Cloud customers. We remove friction from the Cloud Billing ecosystem by advocating for product improvement, optimizing processes, and building resources for self-help across Workspace, Google Cloud Platform (GCP), and AI/ML. 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.
In this role, you will own our large and important customer issues in addition to providing level two support to our other support teams. You will be a part of a global team that provides 24x7 support to help customers seamlessly make the switch to Google Cloud.
You will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting. You will make our products easier to adopt and use by making improvements to the product, tools, processes and documentation. The team is driven by customers and you will help drive the success of Google Cloud by understanding and advocating for our customers’ issues.
Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s 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.
Canada: $122000 - $125000 (CAD) + 15% bonus target + equity + benefits
Learn more about benefits at Google .
Manage and resolve Enterprise customer billing problems through effective diagnosis, analysis, and troubleshooting.
Act as a consultant and subject matter expert for customers and internal stakeholders in sales, account management, and customer organizations.
Work closely with product and developing teams to improve our products.
Understand customer issues and advocate for their needs with cross-functional teams like Product Management and Software Developers.
Develop an in-depth understanding of Google's product technology and underlying architectures by troubleshooting, reproducing, determining the root cause for customer reported issues, and building tools for faster diagnosis, so we can identify and resolve future issues quickly.
Minimum qualifications:
Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
5 years of experience in technical troubleshooting, customer advocacy, or data analysis.
Experience coding and debugging in a general-purpose language (or system design).
Experience in two or more technical domains: Web Tech, Data/Big Data, Systems Admin, Machine Learning, Networking, Kubernetes, SAP.
Experience in SQL.
Preferred qualifications:
Experience with FinOps, account management, invoicing, payments, and billing systems or experience working with public cloud services and infrastructure.
Experience creating content for technical audiences (e.g., developer documentation, industry white papers, Computer Science course material, IT administration playbooks).
Experience troubleshooting and advocating for customer needs, and triaging technical issues (e.g., hardware, software, application, operational, process).
Familiarity with web technologies, networking, and application-level data storage/retrieval concepts.
Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
5 years of experience in technical troubleshooting, customer advocacy, or data analysis.
Experience coding and debugging in a general-purpose language (or system design).
Experience in two or more technical domains: Web Tech, Data/Big Data, Systems Admin, Machine Learning, Networking, Kubernetes, SAP.
Experience in SQL.