Product Support Consultant I, gTech Ads

Minimum qualifications:

• Bachelor's degree in Engineering, Computer Science, a related field, or equivalent practical experience.
• 5 years of experience in technical project management, stakeholder management, professional services, solution engineering, or technical consulting.
• Experience with data/SQL and web technologies.

Preferred qualifications:

• Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
  
• Experience translating technical concepts and solutions to non-technical and executive audiences.
  
• Experience in developing customer-focused solutions.
• Experience using Google Ads or other online advertising solutions and the media/tech landscape.
• Experience in technical troubleshooting or customer support in a tech organization.

About the job

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

• Prioritize and deliver outstanding customer service throughout the customer journey, troubleshoot and resolve issues with Google's advertisers and sales teams, agencies, and partners.
• Understand AI powered Ads products such as performance max and our Ads platforms.
• Troubleshoot complex technical product issues. Apply product expertise solving technical customer issues, escalations, and carrying out projects.
• Develop tools and automation for better diagnostics/data fixes and debugging, either separately 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 customers focusing on knowledge management, operational improvements, account reviews, and product adoption.