Customer and Partner Solutions Engineer

Customer And Partner Solutions EngineerIn 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).As a Customer and Partner Solutions Engineer, you will help Google scale its user support and product education initiatives to our users worldwide with the help of AI and other advanced technologies. You will partner with our user support teams to develop and implement technical innovations that support and delight our users. You will oversee the integration of our scaled support systems by partnering closely with product support managers and support engineering teams to ensure that users can get the support they need.Google creates products and services that make the world a better place, and gTech's role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers' complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.Individual pay is determined by factors including job-related skills, experience, and relevant education or training. US: $127000 - $182000 (USD) + 15% bonus target + equity + benefits.Responsibilities:Own the Ask Google Help support configuration and agentic workflow integrations for a dedicated set of products.Utilize advanced admin tools, code-based rule systems, prompt engineering, and AI configurations to build intelligent support paths.Partner closely with product operations and support teams to develop and execute product-specific, multi-channel human and AI support strategies.Search, investigate, and troubleshoot AI support features, automated workflows, and human escalation channel issues to ensure high availability and performance.Drive ongoing efficiency, scalability, and quality improvements across all support systems and operational tooling.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.