Technical Solutions Consultant, gTech Ads Customer Support

About the role

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. 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.

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.
• Troubleshoot complex technical product issues.
• Apply deep product expertise solving complex technical customer issues and escalations and carrying out strategic projects.
• Develop tools and automation for better diagnostics/data fixes and debugging, either independently 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 top customers focusing on knowledge management, operational improvements, account reviews and product adoption.

Requirements

• 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 working in technical product, cloud support, quality engineering, or SRE.
• Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
• 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.
• Experience in Display/Demand Gen/YouTube Ads.
• Problem solving experience to develop strategic perspectives on customer-focused solutions.
• A customer-first and empathetic mindset, and ability to own end to end experience and solutions.
• Demonstrated ability to work well in an environment with people from all backgrounds, solve problems, and think critically.

Benefits

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.

Pay

$126,000 - $180,000 (USD) + 15% bonus target + equity + benefits

Schedule

Full-time