Senior Product Support Engineer

About the job

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

• Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues interacting with Google's advertisers and Sales teams, agencies, and partners.
• Become a technical expert on AI-powered advertising products, troubleshoot complex issues, develop diagnostic tools, and contribute to product improvements through cross-functional collaboration including Product Engineering 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. 
• Partner with our Sales and other cross-functional partner teams (as applicable) to own and improve the journey of all clients, resolve complex issues, and understand customer pain points. Share insights and provide expertise to our partner teams to support product and process improvements.
• Drive inclusive culture and success among a global team, demonstrating mentorship and leadership.

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
• 3 years of experience in technical troubleshooting, and managing internal/external partners or customers.
• Experience in system design or one programming language (Java, C++, Python, etc.).

Preferred qualifications:

• Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
• Experience working in technical product/cloud support/quality engineering/SRE.
• Customer-facing experience translating technical concepts and solutions to non-technical and executive audiences.
• Experience using Google Ads or other online advertising solutions and the media/tech landscape.
• Experience in technical troubleshooting or customer support in a tech organization, including a customer first and empathetic mindset, and ability to own end to end experience and solutions.
• Excellent critical thinking and problem-solving skills, with the ability to develop strategic perspectives on customer-focused solutions within in a diverse environment.

Benefits: 

• Health and Wellbeing (Medical, dental, and vision insurance for employees and dependents)
• Financial wellbeing (Competitive compensation, regular bonus and equity refresh opportunities)
• Flexibility and time off (Paid time off, including vacation, bereavement, jury duty, sick leave, parental leave, disability, and holidays)
• Family support and care (Fertility and growing family support, parental leave and baby bonding leave)
• Community and personal development (Educational reimbursement)
• Googley extras (Inspiring spaces to work, recharge, and collaborate with fellow Googlers)