Senior Staff Software Engineer, Creator Studio Support
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Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 8 years of experience with software development in one or more programming languages, and with data structures and algorithms.
- 3 years of experience testing, maintaining, or launching software products, and 1 year of experience with software design and architecture.
Preferred qualifications:
- Experience with applied Gen AI in consumer applications at scale.
- Experience with quality measurement and improvement for AI-powered products.
- Experience working as a UTL and influencing across multiple teams.
- Track record of IC contributions at L7.
- Understanding of AI technologies at Google.
- Good teamwork and communication skills.
About the job
The Consumer Experience Operations organization collaborates with cross-functional teams, including Product, Engineering, Vendor Operations, Marketing, Data Science and Legal, to identify and address user pain points and improve the overall support experience. Our team is tasked with developing innovative and user-centric support solutions that address the evolving needs of YouTube's user base — across NFL Sunday Ticket, YouTube TV, and YouTube Music and Premium, as well as Shopping and Fan Funding — with the goal of delivering an exceptional experience while increasing growth and retention. We drive the implementation of self-service tools and automated support workflows, and we equip support agents with the knowledge, tools and skills to provide high quality service.
At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we listen, share, and build community through our stories. We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process. Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world. We explore new ideas, solve real problems, and have fun — and we do it all together.
Responsibilities
- Design technical architecture that can power the outlook of building AI-powered troubleshooting partner.
- Use YouTube's support, policy and troubleshooting data to improve quality of the assistive experiences.
- Define entity schema for the whole support lifecycle and interfaces for interoperability with 1P and 3P tools.
- Identify and set up an approach to quality measurement and improvement.
- Work with Studio UTLs and YouTube ATLs to evolve Studio and YouTube infrastructure to enable assistive Creator experiences.
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