Technical Solutions Engineer Associate, AI/ML Full-time

Minimum qualifications:

• Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
• 2 years of experience reading code in a general purpose coding language (e.g., Java, C, C , Python, Shell, Go or JavaScript, etc.) or in system design.
• 2 years of experience troubleshooting and advocating for customers’ needs, and triaging technical issues (e.g., hardware, software, application, operational, process).

Preferred qualifications:

• 2 years of experience in technical consulting on supporting large enterprise customers with high service-level objective and service-level agreement requirements.
• Experience developing or training models using machine learning technologies (i.e., Tensorflow, Keras, PyTorch, etc.).
• Experience working with recommendation engines, data pipelines, or distributed machine learning.
• Experience with cloud computing (i.e., certifications, internships, coursework, etc.).

About the job

The Google Cloud team helps companies, schools, and government seamlessly make the switch to Google products and supports them along the way. You listen to the customer and swiftly problem-solve technical issues to show how our products can make businesses more productive, collaborative, and innovative. You work closely with a cross-functional team of web developers and systems administrators, not to mention a variety of both regional and international customers. Your relationships with customers are crucial in helping Google grow its Cloud business and helping companies around the world innovate.

As a Technical Solutions Engineer, you will own important customer issues in addition to providing support to our other support teams. You will be a part of a global team that provides 24×7 support to help customers seamlessly make the switch to Google Cloud. When customers cannot resolve issues themselves, your job is to ensure that we have the necessary tools and processes to resolve the issue.

In this role, you will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting. Our Technical Solutions team is focused on customer needs and you will help drive the success of Google Cloud by understanding and advocating for our customers’ issues.

Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.

Responsibilities

• File issue reports against product, documentation and procedures by documenting desired behavior or steps to reproduce, and driving bugs to resolution.
• Suggest code-level resolutions for complex product bugs by leveraging relevant tools and effective communication to all stakeholders internally and externally.
• Resolve technical incidents and escalations by performing analysis utilizing relevant tools (e.g., SQL, R, Python) and leveraging custom data infrastructure or existing data models as appropriate, and formulating and interpreting data to reach specific conclusions and next steps.
• Identify opportunities and build solutions to improve support or empower customers to solve issues by using self-service tools and documentation.