ROLE: Mandarin Support (Tech Support)

JOB TYPE: FTE Long term 

LOCATION: KL, Malaysia

POSITIONS: 6

JOB DESCRIPTION:

Roles & Responsibilities:

• 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.

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

Education: Bachelor’s or Master’s Degree in required (Computer Science)

Must Have Technical/Functional Skills

• 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).

Generic Managerial Skills, If any:

• Stakeholder management 

• Escalation handling 

• Cross-functional collaboration 

• Communication skills 

• Problem-solving 

• Ownership & accountability

Key Words to search in Resume:

• Google Cloud AI/ML SME 

• Vertex AI 

• Gemini API 

• Agent Builder 

• Agentic AI 

• GCP AI/ML Support 

• Tier 3 Technical Support 

• SRE AI/ML 

• Python Debugging 

• API Troubleshooting 

• Cloud Logging 

• Cloud Monitoring 

• BigQuery 

• IAM 

• Cloud Storage 

• VPC 

• Mandarin Speaking / Mandarin Fluent