Engineering Manager, Applied AI, Cloud Support Intelligence

Job description

info_outline About the job 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 .