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

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

Job summary

Google Cloud Platform seeks a Supportability Technical Lead, AI/ML, to guide cross-functional teams in shaping the future of AI-enabled support. You will align product and engineering efforts to improve debuggability and customer experience, combining AI capabilities with scalable support processes.

You will partner with Support and Engineering to drive innovation, influence architecture, and ensure readiness for new AI/ML products while delivering measurable improvements for customers.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 13+ years in a technical role with troubleshooting/triaging focus.
• Experience with Google Cloud Platform, Generative AI, and AI model training/evaluation.
• Familiar with web technologies (HTTP, HTML, DNS, TCP) and AI-enabled code debugging.

Responsibilities

• Partner with Support, Engineering and leadership to roadmap AI/ML support innovation.
• Advocate for customer issues with product/engineering to improve support and products.
• Resolve complex troubleshooting and systemic problems faced by customers.
• Design and drive new standards for support processes, telemetry and tooling.
• Oversee launch readiness and excellence for new AI/ML products.

Skills

Google Cloud Platform

Generative AI

AI model training

AI debugging

Web technologies (HTTP, HTML, DNS, TCP

Troubleshooting / triaging

Education

Bachelor's degree in Science, Technology, Engineering, or Math

Tools

ADK

Job description

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

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

corporate_fare Google place Sunnyvale, CA, USA

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

• 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.

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

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 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.

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.