Google Cloud - SME AI/Machine Learning (Mandarin Language Support)

Two95 International Inc.; Kuala Lumpur; On-site; MYR 180,000 - 280,000; Full time

Job summary

Two95 International Inc. in Kuala Lumpur is seeking an experienced Cloud Support Engineer to own Tier 3 escalation across Vertex AI, Gemini, and related tools. You will work with enterprise customers, frontline reps, and Google Product Engineering to resolve complex issues.

Ideal candidates have 8+ years in Tier 3 Technical Support, SRE, or AI/ML engineering, fluent Mandarin, and strong Python skills. Rotation shifts and off-days are part of the role, with emphasis on high-severity incident

Qualifications

• 8+ years in Tier 3 Technical Support, SRE, and AI/ML Engineering.
• Mandarin fluency (spoken & written) for direct engagement with enterprise customers.
• Must be willing to work in rotational shift & off days.
• Strong leadership and crisis management for P1/P2 incidents and root-cause analyses.
• Proficient in debugging Python and API troubleshooting; distributed systems log analysis.

Responsibilities

• Act as the escalation point for enterprise issues across Vertex AI, Gemini/Gemini Enterprise, and Vertex AI Agent Builder.
• Bridge between frontline representatives and Google Product Engineering.
• Lead crisis resolution and provide root-cause analyses to accelerate repairs.
• Coordinate with L1/L2 teams to ensure timely issue resolution.

Skills

Google Cloud Platform

Mandarin fluency

Python programming

Debugging

API troubleshooting

Distributed systems log analysis

Leadership

Customer escalation management

Tools

Vertex AI

Gemini APIs

Agent Builder

BigQuery

Cloud Storage

IAM

VPCs

Cloud Logging/Monitoring

Job description

JOB DESCRIPTION:

Primary Skill:

• Must have – Google Cloud Platform, Gemini, fluent in Mandarin
• Deep Google GenAI Stack: Vertex AI (Pipelines, Endpoints, Vector Search), Gemini APIs, and Agentic architectures (Function Calling, Agent Development Kit, Agent Builder).
• Core GCP Infra: Solid understanding of how ML model deployments interact with BigQuery, IAM, Cloud Storage, and VPCs.
• High-Severity Leadership: Excellent interpersonal ability to manage P1/P2 crises and deliver technical root-cause analyses directly to enterprise customers and accelerate L1 L2 teams
• Ideal: Systems & Code Debugging skills, Strong Python coding/debugging skills, API troubleshooting, and distributed systems log analysis (Cloud Logging/Monitoring).

Secondary Skill:

• Stakeholder management
• Escalation handling
• Cross-functional collaboration
• Communication skills
• Problem-solving
• Ownership & accountability

Description:

• This role falls in the Tier 3 Support and plays as the bridge between our frontline representatives (who are already Associate Cloud Engineer certified) and Google Product Engineering.
• Act as the ultimate technical escalation point for complex enterprise issues across Vertex AI, Gemini/Gemini Enterprise, and Vertex AI Agent Builder.
• 8+ years in Tier 3 Technical Support, SRE, and AI/ML Engineering.
• Mandarin Fluency (Spoken & Written) for direct engagement with enterprise customers and stakeholders.
• Must open to work in rotational shift & off day