GCP AI Service Support (Google Cloud Support)

Brief Summary:

Provides support for complex issues across Google Cloud AI/ML services, including model deployment, inference, and generative AI workflows. Acts as the senior escalation point for advanced troubleshooting, consults, and engineering-ready defect escalations.

Detailed Job Description:

This role provides highest-tier technical support for advanced issues across Google Cloud AI and machine learning services, including model deployment, inference behavior, pipeline troubleshooting, MLOps-related workflows, and generative AI solution support within approved support boundaries. The role serves as the senior vendor-side escalation point for complex AI support cases, technical consults, and engineering-ready defect escalation.

• Lead advanced troubleshooting for complex cases across Google Cloud AI services, including model serving, inference issues, training pipeline behavior, feature and data dependencies, and generative AI application support scenarios.
• Support Tier 2 engineers with consult response, issue decomposition, reproducibility analysis, and determination of whether issues relate to configuration, service usage, data dependencies, or likely product defects.
• Review customer code snippets, request and response payloads, logs, metrics, and failure patterns to identify supportable remediation guidance and prepare complete engineering escalations when required.
• Provide best-practice guidance on supportable API and SDK usage, model operationalization, and documented product behavior without designing or implementing customer solutions.
• Contribute to incident support, knowledge feedback, mentoring, and technical readiness for emerging AI and generative AI support patterns.

Required profile: Strong knowledge of Google Cloud AI and ML services, model lifecycle concepts, API and SDK troubleshooting, Python and SQL interpretation, MLOps fundamentals, observability, and responsible AI considerations; strong written and verbal Mandarin Chinese and English; ability to mentor lower tiers on complex technical issue handling.