Technology Delivery Customer and Partner Solutions Engineer
Minimum qualifications:
- 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.
Preferred qualifications:
- Master’s degree in Engineering, Computer Science, Business, or a related field.
- Experience with cloud technologies such as architecting, developing, or maintaining cloud solutions in virtualized environments or cloud data engineering.
- Experience using Machine Learning and building solutions.
- Experience working with systems (e.g., Linux, Unix, Windows).
- Experience integrating AI systems.
About the job
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).
As a Technology Delivery (TD) Customer and Partner Solutions Engineer, you will help Google scale its user support and product education initiatives to the users worldwide with the help of AI and other advanced technologies. You will partner with the user support teams to develop and implement technical innovations that support and delight the users. You will oversee the integration of the scaled support systems by partnering closely with product support managers and support engineering teams to ensure that users can get the support they need. You are able to grasp technical concepts quickly, enjoy troubleshooting complex systems, can successfully lead and manage multiple projects at a time, and have a strong passion for helping the users and driving product usage.
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).
Responsibilities
- Own the ask Google help support configuration and agentic workflow integrations for a set of products.
- Use a number of advanced administration tools as well as 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.
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