Minimum qualifications:

• Experience working with customer-side web technologies such as HTML, CSS, and JavaScript.
• Experience managing customer-facing projects to completion, troubleshooting clients' technical issues, and working with Engineering teams, Sales, Services, and customers.
• Experience in crisis/escalation management.
• Experience with SQL, XML, HTTP protocols and with databases.

Preferred qualifications:

• Experience collaborating and communicating with diverse technical and business stakeholders at all levels.
• Experience with Google Ad Manager and/or business generation products.
• Ability to remain cool-headed while managing crisis issues and communications.
• Ability to lead cross-functional initiatives, and successfully collaborate with colleagues in a variety of roles.
• Outstanding analytical, troubleshooting, problem solving, and communication skills.

About the job

The Google Technical Services Global Customer Experience team is a solution-generating force that helps our Sales teams and advertisers. These solutions need to be scalable to support many customers worldwide. Working within our Global Customer Experience Publishers team, you’ll help the wider Google Technical Services (gTech) team support Google's global user base for our platform display and business generation products.

You will provide internal escalation support, driving our most complex technical issues to resolution with Product Management and Engineering, and identify product issue trends to implement improvements. As we strive to consistently scale our services, you will also lead programs to streamline the tracking of key success metrics. You will work within a diverse team of global colleagues, and enable our external-facing teams to provide excellent customer support to our publisher base.

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

• Own product bug escalation, triage, prioritization, troubleshoot, and resolution.
• Communicate effectively with Engineering and technical groups to enhance products and prevent customer issues.
• Identify trends and communicate actionable insights to product stakeholders and sales through a thorough understanding of our success metrics.
• Participate in after-hours on-call rotation.