Supportability Technical Lead, AI/ML, Google Cloud

Google•Sunnyvale, CA

1d•$150,000 - $217,000

About The Position

The Google Cloud Platform team helps customers transform their businesses with cloud technology. Its products are developed for security, reliability, and scalability across infrastructure, applications, devices, and hardware. In this role, you will help understand customer needs and shape how businesses use technology to connect with customers, employees, and partners. Google Cloud provides enterprise-grade solutions using Google technology and serves customers in more than 200 countries and territories. As Supportability Technical Lead for AI/ML, you will drive technical support innovation and customer experience across the AI/ML product portfolio. You will work with Support, Engineering, and other cross-functional leaders to address customer issues, resolve complex systemic problems, define support standards and readiness, and improve supportability through processes, telemetry, and tooling.

Requirements

Bachelor's degree in Science, Technology, Engineering, or Mathematics, or equivalent practical experience.
9 years of experience in a technical role, such as Technical Solutions Engineer, Software Engineer, Customer Engineer, Professional Services, or Technical Program Management, troubleshooting or triaging technical issues.
Experience with Google Cloud Platform, ADK, generative AI, and AI model training, testing, evaluation, and tuning processes.
Experience with web technologies such as HTTP, HTML, DNS, and TCP.
Experience leveraging AI to build, read, and debug code in any programming language.

Nice To Haves

Experience leading projects or initiatives from design or concept through delivery, such as 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 applying AI or Machine Learning, including the ability to lead the design and implementation of AI-based solutions, web services, and debugging tools.
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.
Understand customer issues and advocate for customer needs with internal teams, including Product and Engineering, to find ways to deliver support and products.
Resolve technical troubleshooting issues and mitigate complex systemic problems faced by customers.
Design the future state of technical support and customer experience by defining and advocating for 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.