Product Support Engineer II, gTech Ads

Minimum qualifications:

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

Preferred qualifications:

• Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
  
• Problem solving experience to develop strategic perspectives on customer-focused solutions.
  
• Knowledge and experience using Google Ads or other online advertising solutions and the media landscape.
  
• Experience prioritizing customers, with the ability to own experience and solutions.
  
• Experience in account/campaign management roles, technical troubleshooting or customer support, supported by strong communication and top level stakeholder management skills.
  
• Demonstrated ability to work well in a diverse environment, solve problems, and think critically.
  

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.

gTech Ads Customer Support organization is a customer centric, solution-generating team that helps our advertisers and sales teams make the most out of our products. As a Customer Support Specialist, you will provide high quality customer support and own customer solutioning. You will focus on managing troubleshooting tasks, and detect and provide resolution to issues. You may 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.

Responsibilities

• Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues interacting directly with Google's advertisers (if required) and Sales teams, agencies, and partners.
  
• Apply deep product expertise solving complex technical customer issues and escalations, and carrying out strategic projects.
  
• Analyze data and insights to create action plans to solve issues at the root cause for our top 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 across, 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 team culture and success among a globally dispersed team, demonstrate mentorship and leadership across the team.