Tech Process Senior Specialist - Customer Support Orion - Apps

Google Operations Center; Hyderabad; On-site; INR 2,000,000 - 3,500,000; Full time

Benefits offered by this job

Health care

Family leave 26 weeks

Onsite meals

Job summary

Google Operations Center is seeking a Technical Product Consultant to bridge frontline support, Product Engineering, and CoE. You will back agents, troubleshoot advanced issues, and contribute to product improvement across launches.

You will own escalations from Sales, support Beta releases, create content, and lead training. The role demands strong RCA, cross-functional collaboration, and data-driven insights to raise customer satisfaction.

Qualifications

• 6+ years in project/program management or technical consulting or client-facing roles.
• 4+ years in Ads Product ecosystem.
• Experience in end-to-end Campaign Operations and Performance Diagnostics, including RCA on complex delivery issues.
• Strong written and oral communication interfacing with Engineering and Product teams.
• Experience in content development or knowledge management.

Responsibilities

• Resolve the most critical technical consults and upskill GOC and partner teams.
• Advanced Technical Resolution: final escalation for the most complex issues.
• Engineering Liaison & Bug Management: report lifecycle and reproduce steps for Engineering.
• Knowledge Architecture: co-create, update, and audit troubleshooting content for current and Beta releases.
• Strategic Stakeholder Partnership: provide feedback based on support trends and root cause analyses.
• Ecosystem Empowerment: deliver Train-the-Trainer sessions and certification programs.
• AI & Innovation: manage Agent Assist pilots and validate AI outputs for new features.
• Data-Driven Insights: analyze datasets and translate insights into actions.
• Inclusive Leadership: mentor frontline SMEs and foster collaboration.

Skills

Project management

Technical consulting

Client-facing

RCA (Root Cause Analysis)

Content development

Communication

Education

Bachelor’s degree or equivalent

Tools

SQL

Platform analytics tools

Job description

Job Description:

Join Us!

At Google Operations Center we help Google users and customers solve problems and achieve their goals—all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to join us!

Role Overview

As a Technical Product Consultant, you act as the critical bridge between global frontline support [across PTGSB segments], Product Engineering, and Center of Excellence (CoE). You are the final line of defense for complex technical challenges and the primary architect of the knowledge that empowers our entire support ecosystem. You will support agents, help troubleshoot advanced technical issues, while focusing on efficiency and product improvement. You will handle final level consults from their respective PAs to speed up and ensure correct solutions are provided for Account Managers and end customers.

In addition to consults from the frontline support, the Technical Product Consultant will also handle escalations from the Sales team to resolve high priority tickets. You will also support new product launches (Closed and Open Beta) from resolving technical issues for clients, creating new content for launches, and capturing and disseminating knowledge gained on new features to the broader team across GOC and partners.

Responsibilities

• You are responsible for resolving the most critical technical consults, architecting the knowledge management framework for new product launches (Beta), and upskilling GOC and partner teams to ensure high-quality support. You don't just solve problems; you perform root-cause analysis to implement long-term fixes that improve the product for everyone.
• Advanced Technical Resolution: Act as the final point of escalation for the most critical and complex technical consults, ensuring end-to-end ownership and resolution for Google customers.
• Engineering Liaison & Bug Management: Own the end-to-end bug reporting lifecycle. Translate complex, ambiguous technical failures into high-quality bug reports for Engineering, ensuring all technical requirements, reproduction steps, and impact assessments are clearly communicated to drive faster resolution.
• Knowledge Architecture: Partner with Product Enablement Team and Center of Excellence team to co-create, update, and audit troubleshooting content and documentation for current products and new Beta releases.
• Strategic Stakeholder Partnership: Collaborate with Product Managers, Engineering, and CoEs to provide strategic feedback based on support trends. Lead deep-dive root cause analysis to advocate for product and process improvements.
• Ecosystem Empowerment: Develop and deliver formal training, "Train-the-Trainer" (TTT) sessions, and certification programs to build a pipeline of product experts across GOC L1 and partner teams.
• AI & Innovation: Manage Agent Assist pilots for relevant new product launches and validate AI-generated support outputs. Model domain knowledge to improve automated support tools and test outputs for upcoming product features.
• Data-Driven Insights: Analyze complex datasets to identify systemic issues and performance trends. Translate these insights into actionable business recommendations to enhance the customer journey.
• Inclusive Leadership: Drive a culture of mentorship. Guide frontline SMEs on product nuances and foster a collaborative, globally dispersed team environment.

Required Skills

• Bachelor’s degree or equivalent practical experience.
• 6+ years of experience in project/program management, technical consulting, or a client-facing role.
• 4+ years of experience specifically within the Ads Product ecosystem
• Experience in end-to-end Campaign Operations and Performance Diagnostics, including media planning, traffic analysis, and real-time optimization. Must have a proven track record of performing Root Cause Analysis (RCA) on complex delivery issues and translating technical troubleshooting into customer-centric solutions.
• Strong written and oral communication and experiencing interfacing with Engineering and Product teams
• Experience in content development or knowledge management; with a focus on translating internal product specifications into actionable support content and instructional materials for iterative product releases.

Preferred Qualifications

• Demonstrated experience in data analysis and interpretation (e.g., SQL, PLX).
• Ability to pivot expertise across different Google Ads products [Search, Video, Display, Mobile, Commerce et] Platform analytics and tools.
• Proven track record of navigating interdependent processes and making decisions that prioritize the customer in ambiguous situations.
• Exceptional interpersonal skills with the ability to manage senior stakeholders and competing priorities under tight deadlines.

Benefits

• We support you with competitive wages and with comprehensive health care including medical, dental and vision coverage
• We support your family with gender-neutral baby bonding leave, 26 week birth-parent maternity leave, and generous life, accident and disability insurance minimums
• Employees who work onsite can enjoy free meals and snacks, and fun onsite experiences

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Google Operations Center (GOC) is committed to equal employment opportunities regardless of race, creed, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status or any other basis protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.