You will serve as a subject‑matter expert (SME) providing Level‑3 technical support across Google Cloud’s AI/ML portfolio, with emphasis on Vertex AI, GenAI, Conversational AI, and Other AI services. The role centers on rapid, high‑quality incident response, root‑cause diagnosis, and resolution for complex customer cases—while maintaining SLOs, CSAT targets, and rigorous documentation standards across phone, email, and chat channels.

Responsibilities

• Own complex incidents end‑to‑end: triage, reproduce, diagnose, and resolve issues for AI/ML products; maintain transparent customer communication and accurate case records.
• Response, diagnosis, resolution and tracking by phone, email and chat of customer support queries.
• Maintain response and resolution speed as defined by SLOs.
• Keep high customer satisfaction scores and follow quality standards in 90% of cases.
• Assist and respond to consults from other technical support...