You will serve as a subject‑matter expert (SME) providing Level‑3 technical support across Google Cloud’s AI/ML portfolio, with emphasis on Vertex AI, GenAI, Conversational AI, and Other AI services. The role centers on rapid, high‑quality incident response, root‑cause diagnosis, and resolution for complex customer cases—while maintaining SLOs, CSAT targets, and rigorous documentation standards across phone, email, and chat channels.
Key Responsibilities
Own complex incidents end‑to‑end: triage, reproduce, diagnose, and resolve issues for AI/ML products; maintain transparent customer communication and accurate case records.
Response, diagnosis, resolution and tracking by phone, email and chat of customer support queries.
Maintain response and resolution speed as defined by SLOs.
Keep high customer satisfaction scores and follow quality standards in 90% of cases.
Assist and respond to consults from other technical support representatives through existing systems and tools.
Use existing troubleshooting tools and techniques to establish root cause for queries and provide a customer facing root cause assessment.
Understand business impact of customer issue reports and follow internal issue prioritization guidelines, provide justification on priority for a given single customer report.
Perform internal classification queries documenting classes of problems and preventative actions for further retroactive analysis.
Reactively (e.g. as a result of a query) file issue reports to Google engineers, collaborate with Google engineers to diagnose customer issues, build documentation, procedures, document desired behavior and/or steps to reproduce, and suggest code-level resolutions for complex product bugs, assist engineers to drive bugs to resolution.
Perform community management tasks as needed by the business.
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.
Take cases involving customer-specific requirements on architectural design, provide solutions limited to a particular product (or a subset of product features).
Community contributions: solutions posts, FAQs, and guidance on best practices for AI/ML deployments and responsible AI usage.
Product Scope & Typical Case Patterns
Vertex AI
Introduction/AutoML: dataset ingestion, labeling, AutoML training failures, metric drift, imbalance handling.
Utilizing advanced AI, our tool generates tailored interview questions based on your industry, role, and experience. Practice and receive feedback on your answers in real time!
Let us show you the differences between a bad, good, and great resume, and guide you in building a resume that helps you stand out to employers, ensuring you land your next position faster!
Empowering tech talents to make better career decisions
Sign In
Companies
Jobs
Interviews
Salaries
Reviews
Blog
Resume Builder
Resume Checker
AI InterviewPrep
One-Click Job Apply
Check All Tools
Add Salary
Write Review
For Employer
