Engineering Director, Customer Engagement Support Platform

Google is seeking an Engineering Director to lead their Customer Engagement Support Platform team, specifically focusing on the Cases Platform. This is a senior leadership role responsible for delivering excellent "high-touch" interactions between support agents and users globally. The position combines technical leadership with strategic vision, requiring expertise in scaling systems and implementing AI solutions.

The role involves leading teams that build and maintain mission-critical infrastructure supporting Google's advertising and commerce platforms. The director will be responsible for implementing Gemini capabilities to enhance support tools, managing complex technical challenges from AI application development to legacy system scaling, and ensuring 24/7 high availability services.

The ideal candidate will bring 15+ years of professional experience, with at least 10 years leading engineering teams. They will need to balance short-term deliverables with long-term strategic planning, while maintaining focus on both technical excellence and team development. The position requires deep expertise in scalable applications, machine learning, and automation techniques.

This leadership role is based in Hyderabad, India, and is part of Google's broader mission to deliver effective advertising and commerce opportunities. The director will work closely with cross-functional teams across product lines in a complex global environment, ensuring that the platform continues to evolve and meet the growing needs of Google's business partners and end customers.