• Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues with Google’s advertisers and Sales teams, agencies and partners.
• Troubleshoot complex technical product issues and apply product expertise to solve technical customer issues and escalations.
• Develop tools and automation for better diagnostics, data fixes, and debugging, either separately or in partnership with Product Engineering teams.
• Improve product feature offerings by providing partner feedback to internal cross-functional teams, including Product Management, Engineering and Business Solutions teams.
• Analyze data and insights to create action plans to solve issues at the root cause for our customers, focusing on knowledge management, operational improvements, account reviews and product adoption.

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 3 years of experience coding in one or more programming languages (e.g., Java, Python, C++, etc.).
• 3 years of experience with data analysis (SQL, NoSQL) and customer-side web technologies.
• 3 years of experience in technical troubleshooting, and managing internal/external partners or customers.
  

Preferred qualifications:

• Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
  
• Experience working in technical product support, cloud support, quality engineering, or site reliability engineering.
• Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
• Experience using Google Ads or other online advertising solutions and the media/tech landscape.
• Customer-facing experience, translating technical concepts and solutions to non-technical and executive audiences.
• Experience in developing strategic perspectives on customer-focused solutions.

gTech Ads is responsible for all support and media and technical services for customers big and small across our entire Ad products stack. We help our customers get the most out of our Ad and Publisher products and guide them when they need help. We provide a range of services from enabling better self help and in-product support, to providing better support through interactions, setting up accounts and implementing ad campaigns, and providing media solutions for customers business and marketing needs and providing complex technical and measurement solutions along with consultative support for our large customers. These solutions range from bespoke and customized ones for our customers to scalable support for millions of customers worldwide. Based on the evolving needs of our ads customers, we partner with Sales, Product and Engineering teams within Google to develop better solutions, tools, and services to improve our products and enhance our client experience. As a cross-functional and global team, we ensure our customers get the best return on investment with Google and we remain a trusted partner.

In this role, you will have product knowledge, provide high quality customer support and own end-to-end customer solutions. You will focus on managing troubleshooting tasks and using your problem solving skills to detect and provide resolution to issues. You will also be responsible for liaising with internal/external stakeholders to provide communication on customer issues and questions.

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.

• Bachelor’s degree or equivalent practical experience.
  
• 3 years of experience coding in one or more programming languages (e.g., Java, Python, C++, etc.).
• 3 years of experience with data analysis (SQL, NoSQL) and customer-side web technologies.
• 3 years of experience in technical troubleshooting, and managing internal/external partners or customers.