Supportability Technical Lead, AI/ML, Support, Google Cloud

Google; Sunnyvale (CA); On-site; USD 176,000 - 256,000; Full time

Job summary

Google Cloud Platform team in Sunnyvale seeks a Senior Technical Solutions Engineer focusing on AI/ML support and platform reliability. You will partner with cross-functional teams to design scalable support processes, troubleshoot complex issues, and shape the future of AI-driven customer experiences.

Requires 13+ years in technical roles, deep GCP and AI model training experience, and strong leadership to drive projects across product and engineering.

Qualifications

• Bachelor's degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
• 13 years of experience in a technical role with troubleshooting/triage.
• Experience with Google Cloud Platform, ADK, Generative AI, and AI model training, testing, evaluation, and tuning processes.

Responsibilities

• Partner with Support, Engineering, and cross-functional leadership to define and drive the roadmap for technical support innovation and agility across the AI/ML product portfolio.
• Identify customer issues, advocate for their needs with internal teams to deliver support and products.
• Resolve technical troubleshooting and mitigate complex systemic problems faced by our customers.
• Design the future state of technical support and customer experience by defining standards for support processes, telemetry, tooling, and readiness.
• Oversee support launch readiness and excellence for new AI/ML products and identify opportunities to transform the support experience.

Skills

GCP

Generative AI

AI model training

Web technologies

AI debugging

Education

Bachelor's degree in STEM

Tools

ADK

Job description

In most instances, this position requires in-person interviews as part of the hiring process.

Minimum qualifications

• Bachelor's degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
• 13 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).

Preferred qualifications

• Experience leading projects or initiatives from design/concept through to delivery (e.g., driving a major feature improvement or new internal tool).
• Ability to analyze and influence systems architecture and design patterns to improve supportability, debuggability, and diagnosability across the AI/ML product suite.
• Ability to grow in changing environments and requirements.
• Effective leadership and influencing skills in the application of AI or Machine Learning, with the ability to lead the design and implementation of AI-based solutions, web services, debugging tools, with a proven ability to work across Support and Product Engineering teams to align priorities and drive outcomes.

About the job

The Google Cloud Platform team helps customers transform and build what's next for their business — all with technology built in the cloud. Our products are developed for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. Our teams are dedicated to helping our customers — developers, small and large businesses, educational institutions and government agencies — see the benefits of our technology come to life. As part of an entrepreneurial team in this rapidly growing business, you will play a key role in understanding the needs of our customers and help shape the future of businesses of all sizes use technology to connect with customers, employees and partners.Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

US: $176000 - $256000 (USD) + 20% bonus target + equity + benefits

Responsibilities

Learn more about benefits at Google .

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

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form .