Technical Support Manager

Technical Solutions Engineering Manager, AI/ML, Google Cloudor

Minimum qualifications:

• Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
  
• 13 years of experience troubleshooting and advocating for customers' needs, and triaging technical issues.
• 5 years of experience in people management.
• Experience with AI/ML models, frameworks, and cloud-based deployments

Preferred qualifications:

• 8 years of experience in technical consulting on supporting enterprise customers with service-level objective and service-level agreement requirements.
• 3 year of experience managing a technical, customer-facing team.
• Experience with managing hosted services/SaaS including knowledge of one or more of the following programming/scripting languages: Java, C, C++, .NET, Go, Python, shell, Perl, JavaScript.
• Experience in troubleshooting and supporting applications such as web services, data storage, databases, data pipelines, computing, commerce engines, with Linux/Unix operating systems.
• Experience managing Enterprise customer relationships and advocating for issues or needs.

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.

As a Technical Solutions Engineering Manager, you will lead a team specializing in AI/ML product support for Google Cloud. Your team will troubleshoot complex technical issues, improve product reliability, and collaborate with Engineering and Product teams to drive enhancements. You will ensure operational excellence, develop team expertise, and contribute to AI/ML support strategy.

Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s cutting-edge 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.

Responsibilities

• Identify opportunities and build solutions to improve support or empower customers to solve issues by using self-service tools and documentation.
• Lead a team of engineers providing technical support for AI/ML products on Google Cloud.
• Drive issue resolution, focusing on technical troubleshooting and root cause analysis.
• Collaborate with Engineering and Product teams to improve AI/ML product stability and performance.
• Identify and escalate key product issues and trends based on support cases.

Experience Level

Senior Level