Serve as a subject-matter expert providing Level-3 technical support across Google Cloud’s AI/ML portfolio, with emphasis on Vertex AI, GenAI, Conversational AI, and Other AI services
Job Summary
Serve as a subject-matter expert providing Level-3 technical support across Google Cloud’s AI/ML portfolio, with emphasis on Vertex AI, GenAI, Conversational AI, and Other AI services.
Own complex incidents end-to-end: triage, reproduce, diagnose, and resolve issues for AI/ML products; maintain transparent customer communication and accurate case records.
Promptly and independently resolve technical incidents and escalations, with effective communication to all stakeholders internally and externally, so that no monitoring is needed by Google engineers.
Matching Summary
Serve as a subject-matter expert providing Level-3 technical support across Google Cloud’s AI/ML portfolio, with emphasis on Vertex AI, GenAI, Conversational AI, and Other AI services.
Skills & Requirements
Must-have
Google Cloud AI/ML portfolio
Vertex AI, GenAI, Conversational AI
Level-3 technical support
Incident response and resolution
SLO and CSAT targets
Mandarin B2 language proficiency
Nice-to-have
Community management tasks
Architectural design consultation
Community contributions and best practices
Key Requirements
2-6 years of experience on Google Cloud or any cloud platform
Technical Support Experience (L2/L3) for cloud AI/ML platforms