Engineering Manager, Automated Support
- linkCopy link
- emailEmail a friend
Minimum qualifications:
- Bachelor’s degree, or equivalent practical experience.
- 8 years of experience in software development.
- 3 years of experience with full stack development, across back-end such as Java, Python, Golang, or C++ codebases, and front-end experience including JavaScript or TypeScript, HTML, CSS or equivalent.
- 3 years of experience in a technical leadership role.
- 2 years of experience in a people management or team leadership role.
Preferred qualifications:
- Master's degree or PhD in Computer Science or related technical field.
- 5 years of experience working in a complex, matrixed organization.
- Experience working with Generative AI or ML platforms.
- Experience with prompt engineering and optimization.
- Ability to analyze metrics, solve problems, and iterate quickly.
- Track record of improving engineering excellence across multiple teams.
About the job
Like Google's own ambitions, the work of a Software Engineer goes beyond just Search. Software Engineering Managers have not only the technical expertise to take on and provide technical leadership to major projects, but also manage a team of Engineers. You not only optimize your own code but make sure Engineers are able to optimize theirs. As a Software Engineering Manager you manage your project goals, contribute to product strategy and help develop your team. Teams work all across the company, in areas such as information retrieval, artificial intelligence, natural language processing, distributed computing, large-scale system design, networking, security, data compression, user interface design; the list goes on and is growing every day. Operating with scale and speed, our exceptional software engineers are just getting started -- and as a manager, you guide the way.
With technical and leadership expertise, you manage engineers across multiple teams and locations, a large product budget and oversee the deployment of large-scale projects across multiple sites internationally.
The Automated Support team is responsible for rapidly improving our generative conversational support solution across our consumer product portfolio such as Gemini, Search, Store, Play, Pixel, and Workspace.
Our mission is to empower billions of consumers with a highly personalized, actionable, and consistent conversational self-help experience that they prefer over human support.
In this role, you will build the AI powered agents that support the Ask Google Help product which is surfaced through the Help Center, In-Product Help panels, and custom Ask integrations across multiple products.
Our users number in the many billions which amplifies our impact to both Google's customers and businesses.
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
- Work closely with your stakeholders and partners to analyze user behavior, adapt the platform to best support our different product verticals, and deliver a high-quality product.
- Work with cross-functional partners (product management, program management, and user experience design/research) to determine product priorities.
- Analyze every touchpoint across the self-help journey and optimize the agents within that context to drive engagement and successful outcomes.
- Work with product, operations, product verticals, and other teams to ensure Ask Google Help's success for your product area.
- Contribute towards improving code health, data hygiene, and overall system reliability. Contribute to the design, development, and maintenance of tools and reporting. Lead a team of software engineers delivering tools and reporting used by leaders at every level.
Information collected and processed as part of your Google Careers profile, and any job applications you choose to submit is subject to Google's Applicant and Candidate 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 also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.
If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
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.