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.

In this role, you will own customer issues and provide specialized support to other teams. You will be a part of a global team that provides support to ensure customers can deploy their Artificial Intelligence (AI) and Machine Learning (ML) workloads on AI Infrastructure products. You will troubleshoot technical problems with hardware and software debugging, networking, Linux system administration, coding/scripting, and updating documentation. You will help the customer’s success in the AI/ML space by making improvements to the product, internal tools, processes, and documentation. You will help drive business growth by recognizing and advocating for the customers’ tests related to AI deployments.

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

• Manage customer’s problems through diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on AI/ML infrastructure.

• Develop an understanding of AI/ML workloads and underlying hardware architectures by troubleshooting, reproducing, determining the root cause for customer reported issues, and building tools for diagnosis.

• Act as a consultant and subject matter expert for internal stakeholders in Engineering, Business, and customer organizations to resolve deployment and operational obstacles in AI infrastructure environments.

• Work with multiple Product and Engineering teams to find ways to improve the product, and interact with our Site Reliability Engineering (SRE) teams to drive production.

Minimum qualifications

• Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.

• 6 years of experience with writing code in one or more general purpose programming languages (e.g., C++, Java, Python, Go, etc.).

• Experience with Linux/Unix systems with debugging issues across the hardware/software boundary on enterprise-grade server infrastructure.

• Experience in troubleshooting for customer needs, and triaging technical issues across the stack (e.g., hardware faults, networking, virtualization, kernel drivers, firmware, performance).

Preferred qualifications

• Experience in working with distributed systems with the knowledge of common solutions, design patterns, or best practices.

• Experience in working with Artificial Intelligence/Machine Learning (AI/ML) computing hardware, including Graphics Processing Unit (GPUs) or other accelerators.

• Experience with containerization and orchestration technologies like Kubernetes or Slurm.

• Experience with ML frameworks (e.g., Tensor Flow), with the knowledge of the AI/ML training and inference lifecycle.

• Excellent troubleshooting and communication skills with attention to detail.