AI/ML Supportability Lead, Cloud Solutions

Google; United States; On-site; USD 150,000 - 217,000; Full time

Job summary

Google Cloud Platform team seeks a Supportability Technical Lead to drive scalable technical support and enable AI/ML product success. The role spans Austin, TX, and Sunnyvale, CA, requiring collaboration with product, engineering, and support leadership to deliver robust customer experiences.

The position emphasizes leadership, architecture awareness, and a focus on telemetry, tooling, and operational readiness to improve supportability across the AI/ML suite.

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).

Responsibilities

• Partner with Support, Engineering, and other cross-functional leadership to define and drive the strategic roadmap for technical support innovation and agility across the AI/ML product portfolio.
• 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.

Skills

GCP experience

AI model training & tuning

Web technologies

AI-assisted code debugging

Education

Bachelor's degree in STEM or equivalent

Tools

ADK

Job description

Google Cloud Platform team seeks a Supportability Technical Lead to drive scalable technical support and enable AI/ML product success. The role spans Austin, TX, and Sunnyvale, CA, requiring collaboration with product, engineering, and support leadership to deliver robust customer experiences.

The position emphasizes leadership, architecture awareness, and a focus on telemetry, tooling, and operational readiness to improve supportability across the AI/ML suite.