AI/ML Support Specialist

JOB DESCRIPTION:

Primary Skill:

• Must have – Google Cloud Platform, Gemini, fluent in Mandarin

• Deep Google GenAI Stack: Vertex AI (Pipelines, Endpoints, Vector Search), Gemini APIs, and Agentic architectures (Function Calling, Agent Development Kit, Agent Builder).

• Core GCP Infra: Solid understanding of how ML model deployments interact with BigQuery, IAM, Cloud Storage, and VPCs.

• High-Severity Leadership: Excellent interpersonal ability to manage P1/P2 crises and deliver technical root-cause analyses directly to enterprise customers and accelerate L1 L2 teams

• Ideal: Systems & Code Debugging skills, Strong Python coding/debugging skills, API troubleshooting, and distributed systems log analysis (Cloud Logging/Monitoring).

Secondary Skill:

• Stakeholder management 

• Escalation handling 

• Cross-functional collaboration 

• Communication skills 

• Problem-solving 

                    • Ownership & accountability

Description:

• This role falls in the Tier 3 Support and plays as the bridge between our frontline representatives (who are already Associate Cloud Engineer certified) and Google Product Engineering.

• Act as the ultimate technical escalation point for complex enterprise issues across Vertex AI, Gemini/Gemini Enterprise, and Vertex AI Agent Builder.

• 8+ years in Tier 3 Technical Support, SRE, and AI/ML Engineering.

• Mandarin Fluency (Spoken & Written) for direct engagement with enterprise customers and stakeholders.

• Must open to work in rotational shift & off day