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Director, Technology (Omaha, NE)
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United States
7+ years of progressive experience in software engineering, platform engineering, architecture, or technology delivery.
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Google

Engineering Manager, Applied AI, Cloud Support Intelligence

Austin, TX, United States

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Job details

Experience: 8 years of experience in software development.
Posting language: English
Posted: Sep 23, 2026

Original job description

Engineering Manager, Applied AI, Cloud Support Intelligence

Share Engineering Manager, Applied AI, Cloud Support Intelligence

corporate_fare Google place Austin, TX, USA; Sunnyvale, CA, USA

Advanced

Experience owning outcomes and decision making, solving ambiguous problems and influencing stakeholders; deep expertise in domain.

Share Engineering Manager, Applied AI, Cloud Support Intelligence

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XIn most instances, this position requires in-person interviews as part of the hiring process.Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Austin, TX, USA; Sunnyvale, CA, USA .

Minimum qualifications:

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.

Preferred qualifications:

Master's degree or PhD in related field.

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 aboutbenefits at Google (https://www.google.com/about/careers/applications/benefits/) .

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.

Information collected and processed as part of your Google Careers profile, and any job applications you choose to submit is subject to Google'sApplicant and Candidate Privacy Policy (./privacy-policy) .

Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See alsoGoogle's EEO Policy (https://www.google.com/about/careers/applications/eeo/) ,Know your rights: workplace discrimination is illegal (https://careers.google.com/jobs/dist/legal/EEOC_KnowYourRights_10_20.pdf) ,Belonging at Google (https://about.google/belonging/) , andHow we hire (https://careers.google.com/how-we-hire/) .

If you have a need that requires accommodation, please let us know by completing ourAccommodations for Applicants form (https://goo.gl/forms/aBt6Pu71i1kzpLHe2) .

Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.

To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.

Equity is granted exclusively and discretionarily by Alphabet Inc. on the basis of an agreement concluded between you and Alphabet Inc. Alphabet Inc. is your sole contractual partner with respect to equity grants. GSU grants are not guaranteed, are discretionary, are subject to approval by the Alphabet Inc. board of directors or its delegate, the terms of the relevant Alphabet Inc. stock plan, and your grant agreement. They have no impact on statutory payments. Current or past grants do not confer an acquired right.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also https://careers.google.com/eeo/ and https://careers.google.com/jobs/dist/legal/OFCCP_EEO_Post.pdf If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form: https://goo.gl/forms/aBt6Pu71i1kzpLHe2.

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