Software Engineer III, AI/ML, gUP Customer Support

Google's software engineers develop the next-generation technologies that change how billions of users connect, explore, and interact with information and one another. Our products need to handle information at massive scale, and extend well beyond web search. We're looking for engineers who bring fresh ideas from all areas, including information retrieval, distributed computing, large-scale system design, networking and data storage, security, artificial intelligence, natural language processing, UI design and mobile; the list goes on and is growing every day. As a software engineer, you will work on a specific project critical to Google’s needs with opportunities to switch teams and projects as you and our fast-paced business grow and evolve. We need our engineers to be versatile, display leadership qualities and be enthusiastic to take on new problems across the full-stack as we continue to push technology forward.

We are looking for a proactive and skilled Software Engineer to join our gTech Users and Products (gUP) engineering team, working on User Voice and Cases AI Assistant.

In gTech Users and Products (gUP), our mission is to advocate for Google’s users by creating helpful and trusted experiences across the product ecosystem. We achieve this by meeting partners and consumers where they are with support and help, representing their needs with our product partners and proposing fixes and features that elevate their engagement with Google's diverse product ecosystem. Additionally we provide a range of product services that ensure our products are optimized for every user, no matter where they are in the world (e.g., localization, digitization, partner integration and more).

Responsibilities

• Design, develop, test, deploy and maintain large software systems for user voice model serving and other ML based support needs.
• Prototype and build features and solutions in a changing environment.
• Collaborate closely with Engineering, Product Management, and UX to complete tasks end-to-end with minimal guidance from executive leads, and influence product requirements.
• Manage individual and project priorities, deadlines and deliverables. Review code developed by other engineers and provide feedback to ensure best practices (e.g., style guidelines, checking code in, accuracy, testability, and efficiency).
• Be a part of 24x7 support rotation with strict service level objectives (SLOs).

Qualifications

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 2 years of experience in software development in Java and Typescript, including programming, coding, design, and debugging, or 1 year of experience with an advanced degree.
• 2 years of experience integrating machine learning models in production environments.
• 1 year of experience with ML infrastructure (e.g., model deployment, model evaluation, optimization, data processing, debugging).
• 1 year of experience collaborating with cross-functional engineering teams to produce documentation for external technical audiences.

Preferred qualifications:

• Master's degree or PhD in Computer Science or related technical fields.
  
• 2 years of working within Generative AI or Agentic AI technologies.
• Excellent coding skills in C++ and Python.
• Excellent investigative, problem-solving and critical thinking skills.
• Excellent communication and teamwork skills with an, ability to collaborate across boundaries.
• Passion for consumer products, customer support, next generation technologies with an ability to balance advocating for the customer and the needs of the organization.