Job description

Must Have Technical/Functional Skills Post-sales technical advisor for a portfolio of enterprise cloud accounts. The role is the main point of contact within the account for all reactive services, owns platform health and customer sentiment, and drives case resolution through the support ecosystem. The TAM covers accounts across time zones and performs everything in the account lifecycle except engineering and sales. • 8+ years in a customer-facing technical role, driving cloud implementations, adoption, or transformation programmers. • Working knowledge of Google Cloud Platform across compute, storage, networking, IAM, and billing, with the ability to understand why an environment is degrading without hands-on troubleshooting. • Experience in cloud operations, technical support, or escalation management, including P0, P1 and P2 incident handling, with the ability to meet a response SLO of under 15 minutes for critical incidents. • Google Associate Cloud Engineer and Google Workspace Administrator certifications. • Ability to run weekly case reviews, monthly support metrics reviews, and operational health reviews with enterprise stakeholders. • Working knowledge of order management, provisioning, invoice reconciliation, and SLA reconciliation, including BigQuery based billing analysis. • Comfort operating in customer defined communication tools such as Slack, Teams, and WeChat. • Strong written and spoken English, with clear and objective communication with senior client stakeholders. • Bachelor’s degree in computer science, Engineering, or a related technical field. Roles & Responsibilities • Act as the single point of contact and liaison between the customer, account representatives, technical support, and product engineering. • Provide around the clock coverage to manage customer sentiment and engagement for OMG and P1 cases until mitigation is reached. • Work with the customer and the technical support engineer to jointly diagnose and troubleshoot break or fix issues and expedite resolution. • Work with internal teams to produce the RCA and walk the customer through it. • Provide case oversight, nurture open cases, and accelerate closure by working with support and specialist groups. • Run weekly technical and billing case reviews, monthly support metrics reviews, and drive support experience improvement programmers as needed. • Provide event management support during critical customer events such as launches and sales events. • Provide capacity operations support and internal advocacy on behalf of the account. • Handle Level 1 ad-hoc how-to questions and provide technical recommendations. • Triage order management and provisioning configuration issues, billing and invoice disputes, and carry out in voice and SLA reconciliation and analysis. • Own platform health for the assigned portfolio, provide proactive guidance, and drive optimization and best practice adoption. • Take accountability for quarterly CSAT and influence CES. • Support subscription renewal outcomes by keeping the engagement healthy and the value visible. • Build account intelligence and share insights with leadership, using AI-assisted analytics where available. Generic Preferred Skills: • Google Cloud Professional Cloud Architect, or any Google Cloud Professional level certification. • Exposure to Gemini Enterprise, Vertex AI, and agentic workflows, as the role is expected to lean more technical and towards a forward deployed culture. • Experience with application or workload migration to public cloud. • Additional language fluency, as named coverage is required across all major languages supported by TAMs. Salary Range: $130,000-$160,000 a year </div

Requirements

Must-haves

Must Have Technical/Functional Skills
8+ years in a customer-facing technical role, driving cloud implementations, adoption, or transformation programmers.
Working knowledge of Google Cloud Platform across compute, storage, networking, IAM, and billing, with the ability to understand why an environment is degrading without hands-on troubleshooting.
Experience in cloud operations, technical support, or escalation management, including P0, P1 and P2 incident handling, with the ability to meet a response SLO of under 15 minutes for critical incidents.
Google Associate Cloud Engineer and Google Workspace Administrator certifications.
Ability to run weekly case reviews, monthly support metrics reviews, and operational health reviews with enterprise stakeholders.
Working knowledge of order management, provisioning, invoice reconciliation, and SLA reconciliation, including BigQuery based billing analysis.
Comfort operating in customer defined communication tools such as Slack, Teams, and WeChat.
Strong written and spoken English, with clear and objective communication with senior client stakeholders.
Bachelor’s degree in computer science, Engineering, or a related technical field.
Roles & Responsibilities
Act as the single point of contact and liaison between the customer, account representatives, technical support, and product engineering.
Provide around the clock coverage to manage customer sentiment and engagement for OMG and P1 cases until mitigation is reached.
Work with the customer and the technical support engineer to jointly diagnose and troubleshoot break or fix issues and expedite resolution.
Work with internal teams to produce the RCA and walk the customer through it.
Provide case oversight, nurture open cases, and accelerate closure by working with support and specialist groups.
Run weekly technical and billing case reviews, monthly support metrics reviews, and drive support experience improvement programmers as needed.
Provide event management support during critical customer events such as launches and sales events.
Provide capacity operations support and internal advocacy on behalf of the account.
Handle Level 1 ad-hoc how-to questions and provide technical recommendations.
Triage order management and provisioning configuration issues, billing and invoice disputes, and carry out in voice and SLA reconciliation and analysis.
Own platform health for the assigned portfolio, provide proactive guidance, and drive optimization and best practice adoption.
Take accountability for quarterly CSAT and influence CES.
Support subscription renewal outcomes by keeping the engagement healthy and the value visible.

Nice-to-haves

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Effort: medium

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