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.
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.
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.
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).
