Engineering Director, Customer Engagement Support Platform

Google is seeking an Engineering Director to lead the Customer Engagement Support Platform team, specifically focusing on the Cases Platform. This critical role involves leading a team that delivers 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 through Gemini integration.

The role demands a leader who can balance immediate operational needs with long-term strategic goals, particularly in developing and maintaining systems that require 24/7 high availability, low latency, and high scalability. The director will be responsible for innovating with Gemini capabilities to enhance agent tools and improve customer problem resolution.

The position sits within Google's Advertising and Commerce team, where the focus is on delivering relevant and useful advertising solutions to users while supporting businesses worldwide through products like Google Ads, AdSense, Google Shopping, and Google Wallet. The role requires a unique combination of technical expertise, leadership skills, and strategic thinking to drive the evolution of customer support systems.

Key aspects of the role include managing complex technical challenges, from new AI application development to scaling legacy systems, while maintaining high performance standards. The successful candidate will need to demonstrate strong leadership in building and mentoring teams, driving technical excellence, and fostering innovation in customer support technology.