Google

Supportability Technical Lead, AI/ML, Google Cloud

Google • $150K — $217K *
Sunnyvale, CA 94087In-Person
Enterprise Technology
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in STEM or equivalent experience.
  • 9 years in a technical role, troubleshooting or triaging issues.
  • Knowledge of Google Cloud Platform, Generative AI, and AI model processes.
  • Experience with web technologies such as HTTP, HTML, DNS, and TCP.
  • Ability to utilize AI for code building, reading, and debugging in various languages.

Responsibilities

  • Collaborate with cross-functional teams to drive the roadmap for technical support innovation in AI/ML products.
  • Advocate for customer needs within internal teams to enhance support and product delivery.
  • Troubleshoot and resolve complex customer issues effectively.
  • Define and propose standards for support processes and tooling to enhance customer experience.
  • Ensure preparedness for support launch of new AI/ML products and improve support experiences.

Benefits

  • Comprehensive healthcare coverage.
  • Flexible work environment with remote options.
  • Professional development opportunities.
  • Wellness programs and support.
  • Collaborative culture with innovative projects.
Full Job Description
Minimum qualifications:
  • Bachelor's degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
  • 9 years of experience in a technical role (e.g., Technical Solutions Engineer, Software Engineer, Customer Engineer, Professional Services, or Technical Program Management), troubleshooting or triaging technical issues.
  • Experience in Google Cloud Platform, ADK, Generative AI and with AI model training, testing, evaluation, and tuning processes.
  • Experience with web technologies (e.g., HTTP, HTML, DNS, TCP).
  • Experience leveraging AI to build, read, and debug code (any language).

Preferred qualifications:
  • Experience leading projects or initiatives from design/concept through to delivery (e.g., driving a major feature improvement or new internal tool).
  • Ability to analyze and influence systems architecture and design patterns to improve supportability, debuggability, and diagnosability across the AI/ML product suite.
  • Ability to grow in changing environments and requirements.
  • Ability to lead the design and implementation of AI-based solutions, web services, debugging tools, and to work across Support and Product Engineering teams to align priorities and drive outcomes.
  • Excellent leadership and influencing skills in the application of Artificial Intelligence (AI) or Machine Learning (ML).


Responsibilities
  • Partner with Support, Engineering, and other cross-functional leadership to define and drive the strategic roadmap for technical support innovation and agility across the AI/ML product portfolio.
  • Understand customer issues, advocate for their needs with internal teams, including product and engineering teams, to find ways to deliver support and products.
  • Resolve technical troubleshooting and mitigating complex systemic problems faced by our customers.
  • Design the future state of technical support and customer experience by defining and advocating new standards for support processes, telemetry, tooling, and operational readiness.
  • Oversee support launch readiness and excellence for new AI/ML products and identify targeted opportunities to transform the support experience.

About Google

Google is a multinational technology company that specializes in Internet-related services and products. These include online advertising technologies, search engine, cloud computing, software, and hardware. Google was founded in 1998 by Larry Page and Sergey Brin while they were Ph.D. students at Stanford University. The company has grown tremendously since then and has become one of the most valuable companies in the world. Google's mission is to organize the world's information and make it universally accessible and useful.
Learn more about Google
Size
156,500 employees
Market Cap
$1,115.4 billion
Industry
Enterprise Technology
Net Income
$40.2 billion
Founded
1998
5 Year Trend
+23.3%
Revenue
$182.5 billion
NASDAQ
GOOGL
* Ladders Estimates

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