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About the Role
As a Technology Delivery Customer and Partner Solutions Engineer, you will help Google scale its user support and product education initiatives worldwide with the help of AI and other advanced technologies. You will partner with user support teams to develop and implement technical innovations that support and delight users. You will oversee the integration of scaled support systems by partnering closely with product support managers and support engineering teams to ensure users can get the support they need. You grasp technical concepts quickly, enjoy troubleshooting complex systems, can lead and manage multiple projects, and have a strong passion for helping users and driving product usage.
Responsibilities
- Own the ask Google help support configuration and agentic workflow integrations for a set of products.
- Use advanced administration tools, code-based rules systems, prompt engineering, and AI configurations.
- Collaborate with product operations support teams to develop and execute product-specific, multi-channel human and AI support strategies.
- Investigate and troubleshoot AI support, workflow, and human escalation channel issues.
- Drive efficiency and quality improvements of the support systems.
Requirements
- Bachelor’s degree in Engineering, Computer Science, a related field, or equivalent practical experience.
- 3 years of experience working with client-side web technologies (e.g., HTML, CSS, JavaScript, or HTTP).
- 3 years of experience coding with one or more programming languages (e.g., Java, C/C++, Python).
- Experience troubleshooting technical issues for internal/external partners or customers.
Skills
- HTML
- CSS
- JavaScript
- HTTP
- Java
- C/C++
- Python
- Cloud technologies
- Machine Learning
- Linux
- Unix
- Windows
- AI systems
- Prompt engineering
- AI configurations
Experience Level
- 3 years of experience working with client-side web technologies
- 3 years of experience coding with one or more programming languages
Education Level
- Bachelor’s degree in Engineering, Computer Science, a related field, or equivalent practical experience.
- Master’s degree in Engineering, Computer Science, Business, or a related field.
About the Company
- In gTech Users and Products (gUP), our mission is to advocate for Google’s users by creating helpful and trusted experiences across the product ecosystem.
- We achieve this by meeting partners and consumers where they are with support and help, representing their needs with our product partners and proposing fixes and features that elevate their engagement with Google's diverse product ecosystem.
- Additionally we provide a range of product services that ensure our products are optimized for every user, no matter where they are in the world (e.g., localization, digitization, partner integration, and more).