Senior Product Technology Manager, Cloud Support on Gemini

About the job

The Google Cloud Platform team helps customers transform and build what's next for their business - all with technology built in the cloud. Our products are developed for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. 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.

As a Product Technology Manager for Support on Gemini, you will define and execute the product strategy for a new generation of customer support experiences, treating support as a product in itself. You will be responsible for bringing to life agentic systems to deliver unparalleled proactive and reactive support to customers. You will be a key designer in the organization, shaping the GenAI-driven future of how we interact with and support customers.

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.

US: $150000 - $217000 (USD) + 15% bonus target + equity + benefits

Learn more about benefits at Google.

Responsibilities

• Translate business objectives and requirements from systems program managers into a product idea, strategy, and roadmap for Support on Gemini, aligning with broader company objectives and customer needs.
• Drive the conceptualization, development, and launch of innovative Agentic AI systems for customer support, transforming our support from fragmented and human-driven to unified, autonomous, and AI-driven.
• Own the product requirements for Cloud Support built technical solutions, and collaborate with GCBP, Technology Vendors, and GCP Product and Engineering to bring new support experiences and features to market.
• Act as a subject matter expert on technical knowledge for the support organization, providing technical guidance and training, while identifying and advocating for new capabilities and improvements based on support needs and data analysis.
• Engage with executive leadership and key stakeholders to communicate product strategy, progress, and results.

Qualifications

Minimum qualifications:

• Bachelor's degree in Computer Science, Information Systems, related technical field, or equivalent practical experience.
• 9 years of experience in a technical role, such as technical solutions engineer, software engineer, or technical program manager, providing enterprise-level support and workflows.
• 9 years of experience with two or more of the following: Web Tech, Data/BigData, Systems Admin, Machine Learning, Networking, Kubernetes, Oracle, SAP, VMWare.
• 6 years of experience troubleshooting and advocating for customers, addressing Cloud technical risks.
• Experience writing and reading code in a general purpose coding language (e.g., Java, C, C++, Python, Shell, Go, JavaScript) or in system design.

Preferred qualifications:

• Experience using analytics and data to problem-solve, collaborate, and communicate with stakeholders.
• Experience building and understanding agentic AI, large language models (LLMs), and their application in customer-facing products.
• Experience launching successful products or services, from conception to launch.
• Experience developing and managing technical documentation, runbooks, or knowledge bases.