Tech Process Specialist - Multiple Teams

Join Us!

At Google Operations Center we help Google users and customers solve problems and achieve their goals—all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to join us!

Role Overview:

The Specialist serves as the primary gateway for all incoming support requests for GNP and Gamma platforms. You are responsible for maintaining ticket board hygiene and ensuring that routine inquiries are resolved through existing documentation and standard procedures. Your primary goal is to ensure service consistency and protect Engineering and SME (L2) time by resolving technical queries at the first point of contact.

Position Responsibilities:

• Ticket Board Ownership: Maintain end-to-end hygiene of the global ticket board; assess incoming tickets for urgency, verify necessary data, and ensure no ticket stagnates in Buganizer.

• Initial Triage & Filtering: Serve as the first line of defense; assess incoming requests and attempt first-contact resolution for GNP/Gamma users.

• Knowledge Base Gatekeeping: Master existing documentation to resolve inquiries, ensuring no question already addressed in the Internal Knowledge Base reaches the Engineering team.

• SOP & Checklist Execution: Follow rigorous Standard Operating Procedures (SOPs) and checklists to ensure service consistency and accurate technical campaign approvals (including Ariane status checks for product launches).

• Practical Platform Mastery: Fluently navigate the GNP/Gamma platforms to execute live tasks, tool configurations, and core functionalities.

• Manage the YAQs queue: Triaging incoming YAQs (internal question and answer platform), validating requirements, and providing accurate resolutions.

• Feature Integration: Perform testing for new Gamma and GNP features to ensure quality and functionality.

• Access Provisioning Support: Assist with routine access requests for internal users via Sphinx and Lantern protocols.

• Stakeholder Communication: Provide clear, proactive guidance to Product Marketing Managers (PMMs) and tool users on feature updates and tool usage.

• Campaign Lifecycle Support: Execute technical checks during the planning and development stages to ensure seamless campaign launches.

Minimum Requirements:

• Experience & Operations: 5+ years in Marketing Operations, Technical Support, or Campaign Management, with proven experience in ticket triage and maintaining strict SLA hygiene (e.g., Buganizer or Jira).

• Expert Coding: Advanced proficiency in HTML and CSS for resolving rendering and simulation issues, alongside the ability to execute Google Appscript for process automation.

• Data & Analytics: Intermediate proficiency in SQL for data querying, ticket trend reporting, and monitoring overall tool health.

• Platform Mastery: Deep technical understanding of core marketing and approval ecosystems, including GNP, Gamma, Knak, CoCo (Redwood), and Ariane.

• Diagnostic Proficiency: Expert-level ability to navigate and utilize internal technical tools such as Buganizer (issue tracking), Sphinx (access), YAQS, and CodeSearch.

• Education & Communication: Bachelor’s degree in Computer Science, IT, Engineering, or a related field, with excellent written and oral English skills for stakeholder interaction.

Preferred Qualifications:

• Familiarity with the end-to-end campaign lifecycle (Planning -> Development -> QA -> Launch).

• Experience in a 24x5 high-volume operations environment.

• Ability to contribute to help site updates and the creation of internal knowledge repositories.

Benefits

• We support you with competitive wages and with comprehensive health care including medical, dental and vision coverage

• We support your family with gender-neutral baby bonding leave, 26 week birth-parent maternity leave, and generous life, accident and disability insurance minimums

• Employees who work onsite can enjoy free meals and snacks, and fun onsite experiences

Information collected and processed as part of your Google Operations Center (GOC) jobs profile, and any job applications you choose to submit, is subject to GOC's Applicant and Candidate Privacy Policy.

Google Operations Center (GOC) is committed to equal employment opportunities regardless of race, creed, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status or any other basis protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

To ensure a barrier-free interview, please mention any required assistance or specific arrangements in your application and confirm them with your recruiter.

To all recruitment agencies: Google Operations Center (GOC) does not accept agency resumes. Please do not forward resumes to our jobs alias, GOC employees, or any other organization location. GOC  is not responsible for any fees related to unsolicited resumes.

Thanks for your interest in this opportunity! Our recruitment team will contact you if your profile is a good fit for the role. If you don't hear from us within 2-3 weeks, please consider your application unsuccessful at this time. We value your patience throughout this time. For any questions, feel free to reach out to us at [email protected].