Senior Product Technology Manager, Cloud Support on Gemini

Minimum qualifications

• Bachelor's degree in Computer Science, Information Systems, a 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, such as Java, C, C++, Python, Shell, Go, or JavaScript, or experience 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.

About the job

The Google Cloud Platform team helps customers transform and build what’s next for their business using cloud technology. Its products are developed for security, reliability, and scalability, running the full stack from infrastructure to applications, devices, and hardware.

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 itself. You will bring agentic systems to life to deliver proactive and reactive customer support and help shape the GenAI-driven future of customer interaction and support.

Responsibilities

• Translate business objectives and requirements from systems program managers into a product idea, strategy, and roadmap for Support on Gemini, aligned with company objectives and customer needs.
• Drive the conceptualization, development, and launch of innovative agentic AI systems for customer support, transforming support from fragmented and human-driven to unified, autonomous, and AI-driven.
• Own product requirements for Cloud Support 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; provide technical guidance and training; and identify and advocate for capabilities and improvements based on support needs and data analysis.
• Engage executive leadership and key stakeholders to communicate product strategy, progress, and results.