About this role
ROLE: Mandarin Support (Tech Support)
JOB TYPE: FTE Long term
LOCATION: KL, Malaysia
POSITIONS: 6
JOB DESCRIPTION:
Roles & Responsibilities:
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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.
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Act as the ultimate technical escalation point for complex enterprise issues across Vertex AI, Gemini/Gemini Enterprise, and Vertex AI Agent Builder.
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8+ years in Tier 3 Technical Support, SRE, and AI/ML Engineering.
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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
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Deep Google GenAI Stack: Vertex AI (Pipelines, Endpoints, Vector Search), Gemini APIs, and Agentic architectures (Function Calling, Agent Development Kit, Agent Builder).
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Core GCP Infra: Solid understanding of how ML model deployments interact with BigQuery, IAM, Cloud Storage, and VPCs.
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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
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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:
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Stakeholder management
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Escalation handling
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Cross-functional collaboration
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Communication skills
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Problem-solving
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Ownership & accountability
Key Words to search in Resume:
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Google Cloud AI/ML SME
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Vertex AI
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Gemini API
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Agent Builder
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Agentic AI
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GCP AI/ML Support
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Tier 3 Technical Support
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SRE AI/ML
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Python Debugging
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API Troubleshooting
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Cloud Logging
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Cloud Monitoring
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BigQuery
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IAM
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Cloud Storage
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VPC
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Mandarin Speaking / Mandarin Fluent