Product Support Engineer, gTech Apps and Ads Platinum

Minimum Qualifications:

• Bachelor’s degree in Engineering, Computer Science, a related field, or equivalent practical experience.
• 5 years of experience in technical project management, stakeholder management, professional services, solution engineering, or technical consulting.
• 5 years of experience troubleshooting technical issues for internal/external partners or customers.
• Experience in either system design or reading code (e.g., Java, C++, Python), as well as Data/SQL and web technologies.

Preferred Qualifications:

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

About The Job

gTech’s role is to help bring Google’s products and services to life through our teams of trusted advisors who support customers and partners globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs.

gTech Ads is a customer obsessed, solution-focused team that helps customers maximize the impact of their digital marketing strategy leveraging the power of Google’s Ads Platforms.This role offers the unique opportunity to learn about the global digital marketing trends, Google’s cutting edge AI enabled ads products, and assist customers in maximizing the impact of their Google Ads investment.

As a Product Support Engineer, you will provide high quality customer support and ‘own’ end to end 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 with Google's advertisers and Sales teams, agencies, and partners.
• Apply deep product expertise solving complex technical customer issues and escalations and carrying out strategic projects.
• 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 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 continuously improve the journey of all clients, resolve complex issues, and understand customer pain points.