AI & Cloud Support Engineering Lead

Google; Austin (TX); On-site; USD 207,000 - 300,000; Full time

Job summary

Google Cloud is seeking a senior software engineer to lead a team building production AI agent systems for Google Cloud Support. You will own a major CSP Intelligence charter, set technical direction for multi-agent orchestration, and drive measurable outcomes like deflection rate and time-to-resolution.

You will work on high‑reliability distributed systems and contribute to GenAI evolution, collaborating with product teams to deliver real-world impact across Google Cloud offerings.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 8 years of experience in software development.
• Experience in technical leadership, leading project teams, and setting technical direction.
• Experience in people management.

Responsibilities

• Lead, grow, and develop a team of engineers building production AI agent systems for Google Cloud Support, owning delivery, technical direction, and career growth for the team.
• Own a significant problem area within the CSP Intelligence charter
• Set technical direction for multi-agent architecture, orchestration, tool/skill design, and evaluation in an area where the platform landscape is still being decided — and make the calls on what we build, what we adopt, and what we retire.
• Drive measurable business outcomes: self-service deflection rate, time-to-resolution, average handle time, and customer effort score — and define the metrics and evaluation harnesses that prove it.
• Build the quality bar for applied AI: systematic evals, regression gates, and safe rollout practices for agents that take real actions on customer accounts.

Skills

Technical leadership

People management

Software development

Education

Bachelor's degree

Master's degree or PhD (preferred)

Job description

Google Cloud is seeking a senior software engineer to lead a team building production AI agent systems for Google Cloud Support. You will own a major CSP Intelligence charter, set technical direction for multi-agent orchestration, and drive measurable outcomes like deflection rate and time-to-resolution.

You will work on high‑reliability distributed systems and contribute to GenAI evolution, collaborating with product teams to deliver real-world impact across Google Cloud offerings.