Engineering Manager, Applied AI, Cloud Support Intelligence

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.
• - 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.

Minimum qualifications:

Preferred qualifications:

Qualifications

• Minimum qualifications: - Bachelor’s degree or equivalent practical experience. - 8 years of experience in software development. - Experience in technical leadership, leading project teams, and setting technical direction. - Experience in people management. Preferred qualifications: - Master's degree or PhD in related field.