Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• Experience in technical customer support, IT operations, or systems administration.

Preferred qualifications:

• Experience managing a scaled support process.
• Experience working with academic researchers.
• Knowledge of REST APIs and how to troubleshoot them.

About the job

YouTube's user base is growing and changing, presenting unique challenges and opportunities to support over a billion monthly users around the world. Fast-paced, dynamic, and proactive, the YouTube Partner Development & Services team provides seamless help to our partners, creators, and artists on YouTube, ensuring an exceptional experience for all YouTube users.

YouTube Developer Relations supports YouTube’s third-party developer community at scale. We seek to ensure as many of our third-party developers as possible are able to access one on one technical support in a scaled and effective way.

As Developer Support Manager, you will support a new developer program which aims to support the needs of the academic community, as well as to ensure compliance with applicable legislation and regulatory requirements. You'll manage the onboarding of approved applicants, perform intake and triage of issues, track feature requests and understand how the regulatory landscape impacts your work.

Responsibilities

• Troubleshoot issues related to use of the YouTube API, including the Data, Reporting and Analytics APIs.
• Ensure service-level objectives (SLOs) are appropriately applied and met for issues.
• Identify and flag issues that require sensitive or specialized managing, including escalation to Public Relations, Policy or Data Science teams.
• Communicate succinctly and effectively with members of the academic community, independent researchers and government agencies.
• Act as the representative for the developer program participants in a cross-functional team with counterparts in Policy, Product Marketing, Government Affairs, Product and Engineering.