AI/ML Supportability Lead for Cloud Platforms

Socket.dev; Austin (TX); On-site; USD 130,000 - 217,000; Full time

Job summary

Google Cloud Platform seeks a seasoned technical professional to drive strategic support innovations across the AI/ML product portfolio. You will partner with Support, Engineering, and Product teams to understand customer issues and deliver robust AI-powered solutions.

You will design future support capabilities, oversee launch readiness, and influence architecture patterns to enhance diagnosability and customer satisfaction across diverse deployments.

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).
• 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

Google Cloud Platform

Generative AI

AI model training

Web technologies

AI code debugging

Education

Bachelor's degree in STEM or equivalent

Tools

ADK

Job description

Google Cloud Platform seeks a seasoned technical professional to drive strategic support innovations across the AI/ML product portfolio. You will partner with Support, Engineering, and Product teams to understand customer issues and deliver robust AI-powered solutions.

You will design future support capabilities, oversee launch readiness, and influence architecture patterns to enhance diagnosability and customer satisfaction across diverse deployments.