Director of Technical Support, Google Cloud, APAC

Minimum qualifications:

• Bachelor's degree in Engineering, Computer Science, or equivalent practical experience.
• 15 years of experience in engineering.
• Experience in providing support services.

Preferred qualifications:

• Experience managing complex escalations.
• Leadership experience in technical support, preferably with Cloud products, with strong management, capacity planning, resource optimization, and team development skills.
• Excellent strategic thinking and problem-solving skills, and ability to drive innovation and operational excellence in fast-paced, high-growth environments.
• Deep technical expertise in cloud products and the technology stack, including the ability to design and implement cloud architectures and solutions.
• Customer-centric mindset and excellent communication and collaboration skills.
• Ability to communicate in Mandarin fluently.

We are seeking a highly strategic and customer-centric Director to lead our High Touch Support group in Singapore. You will be responsible for building and leading high-performing teams, fostering strong cross-functional partnerships, and ensuring exceptional customer experiences for our Cloud products. This is a customer-facing role that requires interactions in Mandarin with local stakeholders.

This role will have a critical business impact, particularly in light of Cloud’s rapid business growth in the region. The role demands not just operational oversight but the development and execution of a comprehensive support strategy aligned with Cloud Support’s long-term vision, directly impacting product adoption and commercial success. You'll be expected to act as a thought leader and convert externally, influence engineering leadership on portfolio health, and lead innovation to improve support processes.

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.

• Develop and execute a comprehensive strategy aligned with the Cloud Support vision. Set objectives to drive optimal product adoption and commercial success and act as a thought leader.
• Maintain deep technical expertise and guide the team as a subject matter expert. Collaborate with engineering leadership to highlight portfolio health and risks.
• Ensure exceptional customer satisfaction by establishing customer-centric OKRs. Lead and manage high-priority escalations effectively, restoring customer faith and sentiment.
• Drive operational efficiency by optimizing processes, tools, and workflows. Balance outsourcing needs with new product introduction volume and advocate for innovative solutions like automation initiatives.
• Build, lead, and mentor support professionals, fostering a high-performing culture. Lead proactive capacity planning and maintain strong cross-functional collaboration.