Product Support Engineer, Google Advertising Solutions

About the job

As a Product Support Engineer, you will have product knowledge, provide high quality customer support and own customer solutioning. You will focus on managing troubleshooting tasks, proactively 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 with Google's advertisers and Sales teams, agencies, and partners.
• Become a technical expert on Artificial Intelligence (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 for customers focusing on knowledge management, operational improvements, account reviews, and product adoption. 
• Partner with 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 partner teams to support product and process improvements.
• Drive culture and success among a global team, demonstrating mentorship and leadership.

Minimum qualifications:

• Bachelor’s degree in Engineering, Computer Science, a related field, or equivalent practical experience.
• 3 years of experience in technical troubleshooting, and managing internal/external partners or customers.
• Experience in system design or one general purpose programming language (e.g., Java, C/C++, Python).
• Experience working with web technologies (e.g.: HTML, CSS, JavaScript, HTTP, Networks).
• Experience with data analysis and visualization using SQL query language.

Preferred qualifications:

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

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)

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.