Job Description
Must Have Technical/Functional Skills
- Deep Google GenAI Stack: Vertex AI (Pipelines, Endpoints, Vector Search), Gemini APIs, and Agentic architectures (Function Calling, Agent Development Kit, Agent Builder).
- Core GCP Infra: Solid understanding of how ML model deployments interact with BigQuery, IAM, Cloud Storage, and VPCs.
- High-Severity Leadership: Excellent interpersonal ability to manage P1/P2 crises and deliver technical root-cause analyses directly to enterprise customers and accelerate L1 L2 teams
- Ideal: Systems & Code Debugging skills, Strong Python coding/debugging skills, API troubleshooting, and distributed systems log analysis (Cloud Logging/Monitoring).
Roles & Responsibilities
- This role falls in the Tier 3 Support and plays as the bridge between our frontline representatives (who are already Associate Cloud Engineer certified) and Google Product Engineering.
- Act as the ultimate technical escalation point for complex enterprise issues across Vertex AI, Gemini/Gemini Enterprise, and Vertex AI Agent Builder.
- 8+ years in Tier 3 Technical Support, SRE, and AI/ML Engineering.
- Mandarin Fluency (Spoken & Written) for direct engagement with enterprise customers and stakeholders.
- Generic Managerial Skills, If any
- Stakeholder management
- Escalation handling
- Cross-functional collaboration
- Communication skills
- Problem-solving
- Ownership & accountability
Work Location: Remote
