Customer Solutions Engineer, Compute, Google Cloud - Singapore

GOOGLE ASIA PACIFIC PTE. LTD.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

GOOGLE ASIA PACIFIC PTE. LTD. is seeking a Customer Solutions Engineer for AI Infrastructure to own complex customer issues and provide expert support to multiple teams.

You will help customers deploy AI/ML workloads on AI Infrastructure products and troubleshoot a mix of hardware and software problems while updating internal tools and documentation. This role requires working in a shift pattern or non-standard hours as needed, including weekends, to ensure prompt resolutions and customer

Qualifications

• Bachelor's degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
• Experience reading/debugging code in languages like Java, C, C++, Python, Shell, Go or JavaScript and familiarity with virtualization/orchestration frameworks.
• Experience as a system administrator with Linux/Unix and debugging enterprise-grade server infrastructure.
• Experience troubleshooting and advocating for customer needs, and triaging issues across the stack (hardware faults, low-level software, networking, virtualization, kernels, firmware, performance).

Responsibilities

• Diagnose and resolve AI/ML infra issues for customers, building tools for faster diagnosis.
• Understand AI/ML workloads and hardware architectures by troubleshooting root causes.
• Advise internal teams (engineering, sales, customers) to overcome deployment obstacles.
• Collaborate with Product and Engineering to improve the product and production reliability, with SRE input.
• Participate in rotating on-call including nights and weekends to ensure rapid resolutions.

Skills

Code reading

Linux/Unix

Debugging

Customer advocacy

Shell scripting

Programming basics

Education

Bachelor's degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience

Tools

Kubernetes

Slurm

Virtualization frameworks

Job description

Product area

Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.

Job description

Our Customer Solutions Engineers for AI Infrastructure own complex customer issues and provide specialized support to other teams. In this role, you will be a part of a global team that provides 24x7 support to ensure customers can seamlessly deploy their AI and ML workloads on AI Infrastructure products. When customers encounter deep technical issues, you will ensure we have the expertise, tools, and processes to resolve the issue. You will troubleshoot technical problems with a mix of hardware and software debugging, networking, Linux system administration, coding/scripting, and updating documentation. You will help our customer’s success in the AI/ML space by making improvements to the product, internal tools, processes, and documentation. You'll help drive business growth by recognizing and advocating for our customers challenges related to AI deployments.

This role requires you to work in a shift pattern or non-standard work hours as required. This may include weekend work.

Job responsibilities

• Manage customer’s problems through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on AI/ML infrastructure.
• Develop an in-depth understanding of AI/ML workloads and underlying hardware architectures by troubleshooting, reproducing, and determining the root cause for customer reported issues, and build tools for faster diagnosis.
• Act as a consultant and subject matter expert for internal stakeholders in engineering, sales, and customer organizations to resolve complex deployment and operational obstacles in AI infrastructure environments.
• Work closely with multiple Product and Engineering teams to find ways to improve the product, and interact with our Site Reliability Engineering (SRE) teams to drive high-quality production.
• Participate in rotating on-call schedules including during nights, weekends and holidays, to ensure prompt and proper resolution of customer-impacting technical challenges.

Minimum qualifications

• Bachelor's degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
• Experience reading/debugging code written in a general purpose coding language (e.g., Java, C, C++, Python, Shell, Go or JavaScript, etc.) and in virtualization and orchestration frameworks.
• Experience in system administrator with Linux/Unix systems and debugging issues across the hardware/software on enterprise-grade server infrastructure.
• Experience troubleshooting and advocating for customer needs, and triaging technical issues across the stack (e.g., hardware faults, low-level software, networking, virtualization, kernel drivers, firmware, performance).

Preferred qualifications

• Experience working directly with AI/ML computing hardware, including GPUs or other accelerators.
• Experience with ML frameworks (e.g., TensorFlow, PyTorch), and understanding of the AI/ML training and inference lifecycle.
• Experience working with large-scale distributed systems, and familiarity with common solutions, design patterns, or best practices.
• Familiarity with containerization and orchestration technologies like Kubernetes or Slurm in an on-prem or cloud environment.