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.
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.
