Head of Applied AI & Cloud Support Engineering

Google Inc.

Austin, Sunnyvale (TX, CA)

On-site

USD 207,000 - 300,000

Full time

3 days ago

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Job summary

Google Cloud is seeking a Senior Software Engineer to lead production AI agent systems for Google Cloud Support. You will own delivery, technical direction, and team growth, shaping multi-agent architecture and evaluation standards within a fast-evolving platform.

You will influence deflection rates, time-to-resolution, and customer effort while collaborating with product teams to scale AI-powered support across GCP, Workspace, and Billing. English proficiency required.

Qualifications

Bachelor’s degree or equivalent practical experience.
8 years of software development experience.
Experience in technical leadership, leading project teams, and setting technical direction.
Experience in people management.
Master's degree or PhD in related field (preferred).

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.