Technical Account Manager • Lead

Who you are

You have a Bachelor's degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience, along with 13 years of experience troubleshooting and advocating for customers' needs. You excel in triaging technical issues across hardware, software, applications, and processes, ensuring customer satisfaction and operational efficiency. Your expertise spans at least two of the following areas: Web Tech, Data/Big Data, Systems Administration, Machine Learning, Networking, Kubernetes, Oracle, and SAP. You have a strong background in managing a technical, customer-facing team for at least 5 years, demonstrating your leadership capabilities.

You are proficient in reading code in general-purpose coding languages such as Java, C, C++, Python, Shell, Go, and JavaScript, which allows you to effectively communicate with engineering teams and understand technical challenges. Your experience includes supporting large enterprise customers with high service-level objectives and agreements, showcasing your ability to handle complex client relationships. You are familiar with AI/ML models, frameworks, and cloud-based deployments, which are essential for driving innovation in customer solutions.

Desirable

You have 8 years of experience in technical consulting, particularly in environments that require high service-level objectives. Your familiarity with managing hosted services and SaaS solutions enhances your ability to deliver exceptional customer experiences. You are well-versed in troubleshooting and supporting large-scale applications, including web services, data storage, databases, and data pipelines, particularly in Linux/Unix operating systems. Your knowledge of programming and scripting languages such as Java, C, C++, .NET, Go, Python, Shell, Perl, and JavaScript further strengthens your technical acumen.

What you'll do

In this role, you will lead the Google Cloud team in transforming customer needs into actionable solutions. You will advocate for customers' success by understanding their requirements and translating feedback into product improvements. Collaborating closely with Product Management and Engineering, you will identify trends and escalate issues to enhance the overall customer experience. You will manage real-time production incidents alongside Software Engineering and Site Reliability Engineering (SRE) teams, ensuring timely issue identification and clear communication with customers.

Your responsibilities will include mentoring and guiding your team to troubleshoot technical issues effectively, fostering a culture of customer advocacy and technical excellence. You will work on developing strategies to improve service delivery and customer satisfaction, leveraging your extensive experience in technical consulting and team management. You will also engage with enterprise customers to understand their unique challenges and provide tailored solutions that align with their business objectives.

What we offer

At Google, you will be part of a dynamic team that is committed to helping customers build and transform their businesses using cutting-edge cloud technology. You will have the opportunity to work in a collaborative environment that values innovation and customer success. We encourage you to apply even if your experience doesn't match every requirement, as we believe diverse teams build better products. Join us in making a significant impact on how businesses leverage technology to achieve their goals.