Job Description

Job Description

Job Description

Pixel Enterprise Technical Account Manager
Location: Mountain View, CA (100% onsite at client location, no exceptions)
Job Description:
●Minimum Qualifications:
●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 CategoryServicesDeliverables
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 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●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
●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)

Key responsibilities

- 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 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

 

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