Bachelor's degree in STEM or equivalent experience.
13 years in a technical role, such as Technical Solutions Engineer or Software Engineer.
Experience with Google Cloud Platform, ADK, and Generative AI.
Familiarity with web technologies like HTTP, HTML, DNS, and TCP.
Proficient in using AI for coding tasks across various programming languages.
Responsibilities
Collaborate with cross-functional teams to shape the technical support roadmap for AI/ML products.
Advocate for customer needs by identifying issues and coordinating with product and engineering teams.
Troubleshoot and resolve complex technical problems for customers.
Define and promote new standards for technical support processes and tools.
Ensure readiness and excellence in support for new AI/ML product launches.
Benefits
Opportunities for professional development and growth.
Access to cutting-edge technology and tools.
Collaborative work environment with cross-functional teams.
Involvement in innovative projects within AI/ML.
Flexible work arrangements to support work-life balance.
Full Job Description
info_outline X In most instances, this position requires in-person interviews as part of the hiring process.
Minimum qualifications:
Bachelor's degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
13 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.
Effective leadership and influencing skills in the application of AI or Machine Learning, with the ability to lead the design and implementation of AI-based solutions, web services, debugging tools, with a proven ability to work across Support and Product Engineering teams to align priorities and drive outcomes.
Responsibilities
Partner with Support, Engineering, and other cross-functional leadership to define and drive the roadmap for technical support innovation and agility across the AI/ML product portfolio.
Identify 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.
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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.
