Product Support Engineer I, gTech Ads

Minimum qualifications:

• Bachelor’s degree in Engineering, Computer Science, a related field, or equivalent practical experience.
  
• 1 year of experience in technical troubleshooting and writing code in one or more programming languages.
  
• Experience in technical project management, stakeholder management, professional services, solution engineering, or technical consulting.
  

Preferred qualifications:

• Experience in Google Ads or other online advertising solutions and the media landscape.
  
• Experience in account/campaign management roles, technical troubleshooting or customer support.
  
• Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
  
• Experience in developing strategic perspectives on customer-focused solutions.
  
• Ability to work well in a diverse environment, solve problems, and think critically.
  
• Excellent communication and stakeholder management skills.
  

About the job

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.

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.

The US base salary range for this full-time position is $94,500-$139,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Responsibilities

• Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues interacting directly 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.
  
• 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 to own and continuously 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.