Partner with Development Directors, Product Management, and Support leadership to define and execute the technical supportability roadmap across Google Cloud's portfolio including automated deflection and self-service diagnostics.
Analyze fleet-wide incident telemetry and recurring customer failure modes to author technical proposals that influence Product Development roadmaps driving upstream improvements in API design, quota governance, error observability, and platform guardrails.
Understand customer issues, advocate for their needs with internal teams, including product and development teams, to find ways to deliver support and products.
Design and deploy internal diagnostic tools, SQL/telemetry pipelines, and AI-driven triage automations that eliminate manual development toil and accelerate root-cause identification across global support teams.
Lead production supportability reviews before launch sign-off.
Requirements
Bachelor's degree in Science, Technology, Engineering, Mathematics
Lead a team of developers and program managers who enable our Frontline Agents to provide support for Billing technical issues across Workspace, GCP, and AI/ML.
Partner with Product Management and Developers to translate customer needs into a better overall product; recognize trends in customer feedback and elevate issues within Google.
Define and drive the technical direction of Autodesk’s agentic AI platform for 2D/3D visualization, leading cross‑team initiatives and setting standards for responsible AI.
Compensation
For Canada based roles, we expect a starting base salary between $153,000 and $224,400 Annual. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.
Responsibilities
Define and drive the technical strategy for the agentic platform
Frame and prioritize the highest‑impact AI problems
Establish the evaluation and quality framework for AI systems
Set the architecture for trust and platform‑wide standards
Lead the design and delivery of large, cross‑team initiatives
Requirements
Bachelor's or Master's in Computer Science / Computer Engineering, or equivalent experience
Collaborate with Software Developers and Site Reliability Developers to manage production incidents in real time, with an emphasis on timely and thorough issue identification and customer communication.
Resolve high-profile escalations and issues, improve the customer experience and drive initiatives that increase their likelihood of success on our platform.
Identify opportunities and build solutions to improve support or empower customers to solve issues by using self-service tools and documentation.
Requirements
Bachelor’s degree in Science, Technology, Engineering, Mathematics
