Minimum qualifications:
- Bachelor's degree in Engineering, Computer Science, a related field, or equivalent practical experience.
- 1 year of experience in technical troubleshooting and writing code in one or more programming languages.
- Experience in technical project management, stakeholder management, professional services, solution engineering, or technical consulting.
- Experience with Data/SQL and web technologies.
- Experience working with Google Ads Network and e-commerce products.
- Understanding of System Design/API.
- Understanding of back-end Infrastructure, mobile app operating system, mobile app data analytics product, with the ability to debug issues using debug log.
- Ability to troubleshoot and debug tagging issues on websites using Developer tools (e.g., Chrome Devtool).
- Ability to interpret data to help influence across cross-functional stakeholders in product and engineering organizations as well as to communicate technical problems to both technical and non-technical audiences.
- Ability to develop tools to enable/improve troubleshooting of technical issues. (e.g. Monitoring/Diagnostic).
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About the job
gTech Ads Customer Support team provides high quality customer care to strategic advertisers and internal business teams, managing challenges for Google's advertiser base on Display, YouTube, Google Analytics, Shopping, Google Marketing Platform (GMP), and Mobile/Apps. This support consists of preempting, detecting, and resolving sensitive and complex issues across Google Ads products, identifying patterns of issues for business and customers, partnering with Product Operations and Engineering to resolve product issues, and managing complex issues to resolution to deliver optimal customer experience.
Google creates products and services that make the world a better place, and gTech's role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers' complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.
To learn more about gTech, check out our video .
Responsibilities
- Deliver outstanding customer service, through advanced troubleshooting of complex technical advertising product issues surfaced by strategic advertising customers and internal Google Sales teams.
- Engage with cross-functional partners, including Sales, Engineering and Product teams, to identify recurring advertiser pain points and product serviceability gaps, and build automation frameworks to detect and prevent product bugs/issues in the long-term.
- Prototype and develop the internal tools ecosystem to enable faster and more effective troubleshooting of customer issues and assist with the development of bespoke customer solutions.
- Collaborate with Engineering in resolving complex technical issues and bug.
- Collaborate with Engineering teams on new product and infrastructure launches.