Google Technical Product Expert, gCare in Mountain View, California
Bachelor's degree in a technical field or equivalent practical experience.
Experience in technical support or account management with a focus in troubleshooting.
Experience using SQL and presenting data.
Experience with Google Ad Manager and/or monetization products.
Demonstrable experience in technical support, account management, sales (product direct and/or offline), or project management.
Proven ability to lead cross-functional initiatives, and successfully collaborate with colleagues in a variety of roles.
Outstanding analytical, troubleshooting, problem solving, and communication skills.
Ability to remain calm while managing crisis issues and communications.
gTech Global Customer Care (gGCC) is a solution-generating force that helps our sales teams and advertisers. These solutions need to be scalable to support millions of customers worldwide. In addition to troubleshooting on the customer side, we work with Sales, Product, and Engineering teams within Google to develop better tools and services and improve our products based on the evolving needs of our users. As a cross-functional and global team, it's our job to help keep the lights on and the ads fresh.
Working within our Global Customer Experience Publishers team, you’ll help the wider gTech team support Google's global user base for our platform display and monetization products. We are looking for people with strong analytical and problem solving skills, technical aptitude, and a passion for solving big problems at scale.
Your responsibilities include providing internal escalation support, driving our most complex technical issues to resolution with Product Management and Engineering, and identifying 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, sharing your advanced knowledge of advertising products, and, enabling our external-facing teams to provide exceptional customer support to our publisher base.
Among your many talents, you work independently, comfortable working with ambiguity, and managing the expectations of our cross-functional partners. You will quickly master new technologies, ideas, and fearlessly execute against complex, strategic initiatives. You are constantly striving to provide the right answer at the right time to the right audience.
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 (https://www.youtube.com/watch?v=HcjR6ZngQcw) .
(Colorado only*) Minimum salary of $106,000 + bonus + equity + benefits.
*Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired into our offices in Colorado.
Own product bug escalation, triage, prioritization, troubleshoot, and resolution.
Manage communications for mission critical product issues impacting regional services and sales teams.
Provide technical support, and build successful long term relationships with our internal platform display and monetization teams.
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 rotations.
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 (https://careers.google.com/eeo/) 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 (https://goo.gl/forms/aBt6Pu71i1kzpLHe2) .
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