Supportability Technical Lead, AI/ML, Google Cloud

Responsibilities

• 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.
• Understand 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.
• - 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. - Understand 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.

Minimum qualifications:

Preferred qualifications:

Qualifications

• Minimum qualifications: - Bachelor's degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience. - 9 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.