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About the Role
Google Cloud's mission is to empower businesses through AI, leveraging cutting-edge technology, infrastructure, and talent. AI/ML software engineers in Cloud play a crucial role in bringing advanced models to a vast product ecosystem. This role involves shaping the future of enterprise AI and advancing sophisticated models within a dynamic and rapidly growing organization.
Responsibilities
- Lead, grow, and develop a team of engineers building production AI agent systems for Google Cloud Support, owning delivery, technical direction, and career growth for the team.
- Own a significant problem area within the CSP Intelligence charter.
- Set technical direction for multi-agent architecture, orchestration, tool/skill design, and evaluation, making key decisions on technology adoption and development.
- Drive measurable business outcomes such as self-service deflection rate, time-to-resolution, average handle time, and customer effort score, and define the metrics and evaluation methods.
- Build the quality bar for applied AI through systematic evaluations, regression gates, and safe rollout practices for agents performing actions on customer accounts.
Requirements
- Bachelor’s degree or equivalent practical experience.
- 8 years of experience in software development.
- Experience in technical leadership, leading project teams, and setting technical direction.
- Experience in people management.
Experience Level
- 8 years of experience in software development
- Technical leadership experience
- People management experience
Education Level
- Bachelor’s degree or equivalent practical experience
- Master's degree or PhD in related field
Salary/Compensations
- $207000 - $300000 (USD) + 20% bonus target + equity
Benefits
- Benefits at Google
About the Company
- Google Cloud's mission is to make every business successful through AI by combining cutting-edge technology, infrastructure, and talent.
- AI/ML software engineers in Cloud bridge the gap between pioneering models and a massive product vehicle reaching billions.
- Our talent density and AI-powered tools drive rapid development, rooted in a culture of empowerment and a bias to action.
- Google Cloud is experiencing rapid growth, and scaling traditional support linearly is no longer sustainable.
- The Cloud Support Platform (CSP) Intelligence team is supporting Google Cloud’s transformation into an AI-first, agentic support ecosystem across Google Cloud Platform (GCP), Google Workspace (GWS), Billing, and Cloud Helpdesk.
- Our mission is to deliver frictionless, agentic support at scale—turning every customer interaction into instant, zero-touch resolution or elevated human-steered troubleshooting, while continuously feeding insights back to self-heal Google Cloud products.
- We build and operate the core AI Layer powering Google Cloud Support: multi-agent self-service agents , ubiquitous headless intake agents embedded directly into developer workflows (Cloud Console, IDEs, Slack), stateful human-in-the-loop AI Agents, and continuous learning pipelines backed by rigorous automated evaluation.
- Joining CSP Intelligence means leading at the frontier of applied enterprise GenAI—solving complex multi-agent orchestration, high-reliability (99.99%) distributed systems, and real-time reasoning challenges that directly impact millions of Google Cloud developers, enterprise administrators, and support engineers worldwide.
- Our work is measured in outcomes the business feels directly — deflection rate, time-to-resolution, average handle time, and customer effort.
- The Google Cloud AI Research team addresses AI challenges motivated by Google Cloud’s mission of bringing AI to tech, healthcare, finance, retail and many other industries.
- We work on a range of unique problems focused on research topics that maximize scientific and real-world impact, aiming to push the state-of-the-art in AI and share findings with the broader research community.
- We also collaborate with product teams to bring innovations to real-world impact that benefits our customers.