- Waterloo, IA
- 5 days ago
- C$174,000–C$178,000 / year
Supportability Technical Lead, Billing, Google Cloud.
Before you go
Before you leave us, sign up for our email alerts
We don't do job spam, just the best digital jobs delivered straight to your inbox.
Supportability Technical Lead, Billing, Google Cloud: our view in 3 lines...
- The Role:This role is for a technical leader who designs how billing issues are supported for cloud customers and improves the tools and processes that support them.
- The Person:The person will lead the technical supportability roadmap for Billing, design support processes and tooling, own large customer issues, provide level two support, and lead production supportability reviews before launch sign-off.
- Requirements:The ideal candidate has SQL, Google Cloud Platform, Python, Linux/Unix administration, Machine Learning, Generative AI, and strong computer fundamentals in web technologies such as HTTP, HTML, DNS and TCP.
About the role
Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Waterloo, ON, Canada; Boulder, CO, USA; Sunnyvale, CA, USA; Austin, TX, USA.
Minimum qualifications:
- Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
- 13 years of experience troubleshooting and advocating for customer needs, and triaging technical issues (e.g., hardware, software, application, operational, process).
- Experience leading projects or initiatives from design/concept through to delivery (e.g., driving a feature improvement or new internal tool).
Preferred qualifications:
- Experience querying, analyzing, and interpreting large datasets using SQL and other data storage/analysis tools (e.g., NoSQL, logs analysis, protocol buffers, 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 with general-purpose programming languages (e.g., Java, C, C++, Python, Go, Shell, JavaScript, Perl, .NET) and core web technologies, networking, or Linux/Unix administration.
- Proven leadership and technical communication skills to create documentation, influence system architecture, and collaborate across Support and Product Development teams.
- Strong computer fundamentals in web technologies (e.g., HTTP, HTML, DNS, TCP, etc.).
About the job
Cloud Billing Support resolves Billing issues by driving improvements at scale across all Cloud customers. 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.
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 own large and important customer issues in addition to providing level two support to other support teams, troubleshooting technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting. You will make products easier to adopt and use by making improvements to the product, tools, processes and documentation.
You will work regular hours, with some flexibility to collaborate with other geographical locations. You will also join an on-call rotation roughly once a quarter (subject to change), covering a 48-hour weekend Tier1 shift with a 5-minute response Service Level Objective (SLO).
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: $176000 - $256000 (USD) + 20% bonus target + equity + benefits
Canada: $174000 - $178000 (CAD) + 20% bonus target + equity + benefits
Learn more about benefits at Google.
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 to author technical proposals that influence Product Development roadmaps driving upstream improvements in API design, quota governance, error observability, and platform guardrails.
- Understand customer issues, advocate for their needs with internal teams, including 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 that eliminate manual development toil and accelerate root-cause identification across global support teams.
- Lead production supportability reviews before launch sign-off.
This posting is for a new vacancy. Google utilizes AI tools to assist in assessing candidates in our hiring processes.
In most instances, this position requires in-person interviews as part of the hiring process.
The application window will be open until at least November 19, 2026. This opportunity will remain online based on business needs which may be before or after the specified date.