Own and orchestrate the technical lifecycle for identifying, tracking, prioritizing, and resolving complex customer bugs, technical blockers, and product defect escalations across Generative AI solutions and platform services from initial intake through engineering fix and production verification. Act as the primary technical liaison between field teams, Product and Core Engineering; work directly with software engineers, product managers, and infrastructure leads to drive rapid root-cause analysis, negotiate engineering backlog prioritization, resolve critical defects, or secure realistic, committed resolution dates.
Design, implement, and maintain automated reporting frameworks, dashboards, and operational telemetry tracking key metrics; deliver concise, high-signal briefings to executive leadership and key stakeholders. Advocate the customer experience and act as the escalation quarterback for high-priority accounts; proactively resolve systemic technical friction points to protect adoption and contract momentum, driving at-risk accounts to sustained green customer sentiment.
Job description provided by Google.
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