Job Description: Enterprise Technical Account Manager
Location: Mountain View, CA-Onsite Role
Interview: Phone/Skype
Job Type: Contract

Pixel Enterprise Technical Account Manager

Excellent domain knowledge of Android enterprise, bulk enrollment tools like Google Zero touch and/or Samsung Knox Mobile Enrollment, EMM/MDM solutions & a basic understanding of Android OS
Experience with enrolling and managing Android devices with at least 1 EMM solution like VMware workspace One/Intune/Ivanti/SOTI etc
Candidates should be able to apply broad technical knowledge of Pixel device and is conversant with functionalities, features & capabilities including Pixel's core hardware components such as custom chipset
Experienced in dealing with large customers with a technical ability to persuasively answer queries and articulate Pixel and Android Enterprise capabilities
Ability to do initial triage and understand the customer Pixel/Android enterprise related tech queries and work within Google for a quick resolution.
Understanding of Android platform Architecture (e.g. Android OS, dev tool - ADB, Android Enterprise functionalities and APIs)
Strong interpersonal and collaboration skills to effectively understand and respond to customer technical requirements

Preferred qualifications:
Certification of Android Enterprise certified Associate or Higher
Retail, government and finance domain knowledge and experience
Services and Deliverables:
Service Category Services Deliverables
Pixel Enterprise
Technical support
Act as the Primary Interface to Pixel's large enterprise customers via regular meetings handling their Enterprise requirements, bugs, issues and escalations on a regular basis.
Logging bugs after First level of Triage to either resolve the the issue within Pixel Enterprise team or direct the issue/bug to the appropriate team
Bug management, ensuring fixes are targeted at the appropriate projects and
Timely handling of customer queries
Meet or beat Metrics defined regarding time taken from initial customer outreach to final bug resolution
Key measurement is the efficacy in answering Enterprise customers technical queries that should optimize the cycle time as in point above that bugs are routed appropriately and followed up.
Tracking and prioritization of bugs and the communication of bug status to stakeholders
Escalation on customer priority: Work closely with Google's leads to resolve and escalate critical issues to get support from the organization
Ability to understand customers' new requirements related to Pixel or Enterprise
Carry out tasks that involve provisioning and flashing of devices, shipping, logistics
Regular customer meetings and updates to be shared with Google and customer leads
Summaries of customer defects raised in Buganizer, reproduced (as required), assigned, managed to closure, and synchronized with Enterprise bug systems; regular status reports on open/closed issues, risk areas, and performance against SLAs (as required