Engineering Manager, Applied AI, Cloud Support Intelligence at Google in Austin, TX, USA

Job description

• Google Cloud’s mission is to make every business successful through AI by combining cutting-edge technology, infrastructure, and talent. AI/ML software engineers in Cloud bridge the gap between pioneering models and a massive product vehicle reaching billions. Our talent density and AI-powered tools drive rapid development, rooted in a culture of empowerment and a bias to action. In this role, you aren’t just building technology; you’re shaping the frontier of enterprise and driving the evolution of advanced models.
• Google Cloud is experiencing rapid growth, and scaling traditional support linearly is no longer sustainable. The Cloud Support Platform (CSP) Intelligence team is supporting Google Cloud’s transformation into an AI-first, agentic support ecosystem across Google Cloud Platform (GCP), Google Workspace (GWS), Billing, and Cloud Helpdesk.
• Our mission is to deliver frictionless, agentic support at scale—turning every customer interaction into instant, zero-touch resolution or elevated human-steered troubleshooting, while continuously feeding insights back to self-heal Google Cloud products. We build and operate the core AI Layer powering Google Cloud Support: multi-agent self-service agents , ubiquitous headless intake agents embedded directly into developer workflows (Cloud Console, IDEs, Slack), stateful human-in-the-loop AI Agents, and continuous learning pipelines backed by rigorous automated evaluation.
• Joining CSP Intelligence means leading at the frontier of applied enterprise GenAI—solving complex multi-agent orchestration, high-reliability (99.99%) distributed systems, and real-time reasoning challenges that directly impact millions of Google Cloud developers, enterprise administrators, and support engineers worldwide.
• Our work is measured in outcomes the business feels directly — deflection rate, time-to-resolution, average handle time, and customer effort.
• The Google Cloud AI Research team addresses AI challenges motivated by Google Cloud’s mission of bringing AI to tech, healthcare, finance, retail and many other industries. We work on a range of unique problems focused on research topics that maximize scientific and real-world impact, aiming to push the state-of-the-art in AI and share findings with the broader research community. We also collaborate with product teams to bring innovations to real-world impact that benefits our customers.
• Individual pay is determined by factors including job-related skills, experience, and relevant education or training.
• US: $207000 - $300000 (USD) + 20% bonus target + equity + benefits
• Learn more about benefits at Google.

Responsibilities

• Lead, grow, and develop a team of engineers building production AI agent systems for Google Cloud Support, owning delivery, technical direction, and career growth for the team.
• Own a significant problem area within the CSP Intelligence charter
• Set technical direction for multi-agent architecture, orchestration, tool/skill design, and evaluation in an area where the platform landscape is still being decided — and make the calls on what we build, what we adopt, and what we retire.
• Drive measurable business outcomes: self-service deflection rate, time-to-resolution, average handle time, and customer effort score — and define the metrics and evaluation harnesses that prove it.
• Build the quality bar for applied AI: systematic evals, regression gates, and safe rollout practices for agents that take real actions on customer accounts.

Requirements

• Bachelor’s degree or equivalent practical experience.
• 8 years of experience in software development.
• Experience in technical leadership, leading project teams, and setting technical direction.
• Experience in people management.
• Master's degree or PhD in related field.

Skills

Required

• Software development
• Technical leadership
• People management