Software Engineer III, AI/ML, gUP Customer Support

Google Inc.; Sunnyvale (CA); On-site; USD 147,000 - 210,000; Full time

Job summary

Google Inc. is seeking a Software Engineer III for the gUP Customer Support team to drive AI/ML features and ship scalable solutions. You will contribute to design, development, testing, deployment and maintenance of software systems focused on user voice model serving and ML-based support needs.

The role emphasizes collaboration across engineering, product, and UX in an agile environment. You will work on a proactive gUP team building AI assistant capabilities and continuous improvement of

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 2 years of experience in software development in Java and TypeScript, including programming, coding, design, and debugging, or 1 year of experience with an advanced degree.
• 2 years of experience integrating machine learning models in production environments.
• 1 year of experience with ML infrastructure (e.g., model deployment, model evaluation, optimization, data processing, debugging).
• 1 year of experience collaborating with cross-functional engineering teams to produce documentation for external technical audiences.

Responsibilities

• Design, develop, test, deploy and maintain large software systems for user voice model serving and other ML based support needs.
• Prototype and build features and solutions in a changing environment.
• Collaborate closely with Engineering, Product Management, and UX to complete tasks end-to-end with minimal guidance from executive leads, and influence product requirements.
• Manage individual and project priorities, deadlines and deliverables. Review code developed by other engineers and provide feedback to ensure best practices.
• Be a part of 24x7 support rotation with strict service level objectives (SLOs).

Skills

Mentoring junior engineers

Cross-functional collaboration

Documentation for external audiences

Education

Bachelor's degree or equivalent practical experience

Tools

Java

TypeScript

Python

C++

ML infrastructure

Job description

Software Engineer III, AI/ML, gUP Customer Support

Experience driving progress, solving problems, and mentoring more junior team members; deeper expertise and applied knowledge within relevant area.

• Bachelor’s degree or equivalent practical experience.
• 2 years of experience in software development in Java and TypeScript, including programming, coding, design, and debugging, or 1 year of experience with an advanced degree.
• 2 years of experience integrating machine learning models in production environments.
• 1 year of experience with ML infrastructure (e.g., model deployment, model evaluation, optimization, data processing, debugging).
• 1 year of experience collaborating with cross-functional engineering teams to produce documentation for external technical audiences.

Preferred qualifications:

• Master's degree or PhD in Computer Science or related technical fields.
• 2 years of working within Generative AI or Agentic AI technologies.
• Excellent coding skills in C++ and Python.
• Excellent investigative, problem-solving and critical thinking skills.
• Excellent communication and teamwork skills with an, ability to collaborate across boundaries.
• Passion for consumer products, customer support, next generation technologies with an ability to balance advocating for the customer and the needs of the organization.

About the job

Google's software engineers develop the next-generation technologies that change how billions of users connect, explore, and interact with information and one another. Our products need to handle information at massive scale, and extend well beyond web search. We're looking for engineers who bring fresh ideas from all areas, including information retrieval, distributed computing, large-scale system design, networking and data storage, security, artificial intelligence, natural language processing, UI design and mobile; the list goes on and is growing every day. As a software engineer, you will work on a specific project critical to Google’s needs with opportunities to switch teams and projects as you and our fast-paced business grow and evolve. We need our engineers to be versatile, display leadership qualities and be enthusiastic to take on new problems across the full-stack as we continue to push technology forward.

We are looking for a proactive and skilled Software Engineer to join our gTech Users and Products (gUP) engineering team, working on User Voice and Cases AI Assistant.

In this role, you will contribute to the design, development, testing, deployment, and maintenance of software systems and applications. You will manage engineering issues, writing clean, efficient, and well-tested code. You will work collaboratively within an agile team environment, participating actively in code reviews and design discussions to ensure high-quality engineering output. This position requires a solid foundation in software engineering principles, a drive to solve problems, and a commitment to continuous learning and improvement. You will play a key role in building and supporting and scalable software solutions that are of critical gUP priority. In gTech Users and Products (gUP), our mission is to advocate for Google’s users by creating helpful and trusted experiences across the product ecosystem. We achieve this by meeting partners and consumers where they are with support and help, representing their needs with our product partners and proposing fixes and features that elevate their engagement with Google's diverse product ecosystem. Additionally we provide a range of product services that ensure our products are optimized for every user, no matter where they are in the world (e.g., localization, digitization, partner integration and more).

Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

US: $147000 - $210000 (USD) + 15% bonus target + equity + benefits

Learn more about benefits at Google .

• Design, develop, test, deploy and maintain large software systems for user voice model serving and other ML based support needs.
• Prototype and build features and solutions in a changing environment.
• Collaborate closely with Engineering, Product Management, and UX to complete tasks end-to-end with minimal guidance from executive leads, and influence product requirements.
• Manage individual and project priorities, deadlines and deliverables. Review code developed by other engineers and provide feedback to ensure best practices (e.g., style guidelines, checking code in, accuracy, testability, and efficiency).
• Be a part of 24x7 support rotation with strict service level objectives (SLOs).

Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy , Know your rights: workplace discrimination is illegal , Belonging at Google , and How we hire .

Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.

To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.

Equity is granted exclusively and discretionarily by Alphabet Inc. on the basis of an agreement concluded between you and Alphabet Inc. Alphabet Inc. is your sole contractual partner with respect to equity grants. GSU grants are not guaranteed, are discretionary, are subject to approval by the Alphabet Inc. board of directors or its delegate, the terms of the relevant Alphabet Inc. stock plan, and your grant agreement. They have no impact on statutory payments. Current or past grants do not confer an acquired right.