Tech Process Specialist (Marketing Operations) - Growth Lab - Email

Google Operations Center; India; On-site; INR 900,000 - 1,800,000; Full time

Benefits offered by this job

Health care, dental and vision

Parental leave and family benefits

Onsite meals and activities

Job summary

Google Operations Center in India seeks a Specialist to be the primary gateway for GNP and Gamma support requests. You will maintain ticket board hygiene, resolve routine inquiries from existing documentation, and protect Engineering time by handling questions at first contact.

You will triage tickets, follow SOPs, test new features, assist with access provisioning, and communicate updates to PMMs and tool users, contributing to reliable campaign launches and knowledge-base improvements.

Qualifications

• 5+ years in Marketing Operations, Technical Support, or Campaign Management with ticket triage and SLA hygiene.
• Advanced proficiency in HTML and CSS for rendering and automation tasks using Google Apps Script.
• Intermediate SQL for data querying, trend reporting, and tool health monitoring.
• Deep technical understanding of GNP, Gamma, Knak, CoCo (Redwood), and Ariane platforms.
• Expert navigation of internal tools like Buganizer (issue tracking), Sphinx, YAQS, and CodeSearch.
• Bachelor’s degree in Computer Science, IT, Engineering, or related field; excellent written and spoken English.

Responsibilities

• Maintain end-to-end hygiene of the global ticket board and verify data for urgency and progress.
• Serve as first line of defense; attempt first-contact resolution for GNP/Gamma users.
• Resolve inquiries using existing documentation to avoid engineering involvement.
• Follow SOPs and checklists for consistent service and campaign approvals (Ariane status checks).
• Navigate GNP/Gamma platforms to perform live tasks and core configurations.
• Triaging YAQs (internal Q&A) and providing accurate resolutions.
• Test new Gamma and GNP features to ensure quality and functionality.
• Support routine access requests via Sphinx and Lantern protocols.
• Provide proactive guidance to PMMs and tool users on updates and usage.
• Perform technical checks during planning and development to ensure smooth campaigns.

Skills

HTML & CSS

SQL

English communication

Stakeholder communication

Education

Bachelor’s degree in Computer Science, IT, Engineering

Tools

Buganizer

Sphinx

YAQS

CodeSearch

Knak

CoCo (Redwood)

Ariane

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:

The Specialist serves as the primary gateway for all incoming support requests for GNP and Gamma platforms. You are responsible for maintaining ticket board hygiene and ensuring that routine inquiries are resolved through existing documentation and standard procedures. Your primary goal is to ensure service consistency and protect Engineering and SME (L2) time by resolving technical queries at the first point of contact.

Position Responsibilities:

• Ticket Board Ownership: Maintain end-to-end hygiene of the global ticket board; assess incoming tickets for urgency, verify necessary data, and ensure no ticket stagnates in Buganizer.
• Initial Triage & Filtering: Serve as the first line of defense; assess incoming requests and attempt first-contact resolution for GNP/Gamma users.
• Knowledge Base Gatekeeping: Master existing documentation to resolve inquiries, ensuring no question already addressed in the Internal Knowledge Base reaches the Engineering team.
• SOP & Checklist Execution: Follow rigorous Standard Operating Procedures (SOPs) and checklists to ensure service consistency and accurate technical campaign approvals (including Ariane status checks for product launches).
• Practical Platform Mastery: Fluently navigate the GNP/Gamma platforms to execute live tasks, tool configurations, and core functionalities.
• Manage the YAQs queue: Triaging incoming YAQs (internal question and answer platform), validating requirements, and providing accurate resolutions.
• Feature Integration: Perform testing for new Gamma and GNP features to ensure quality and functionality.
• Access Provisioning Support: Assist with routine access requests for internal users via Sphinx and Lantern protocols.
• Stakeholder Communication: Provide clear, proactive guidance to Product Marketing Managers (PMMs) and tool users on feature updates and tool usage.
• Campaign Lifecycle Support: Execute technical checks during the planning and development stages to ensure seamless campaign launches.

Minimum Requirements:

• Experience & Operations: 5+ years in Marketing Operations, Technical Support, or Campaign Management, with proven experience in ticket triage and maintaining strict SLA hygiene (e.g., Buganizer or Jira).
• Expert Coding: Advanced proficiency in HTML and CSS for resolving rendering and simulation issues, alongside the ability to execute Google Appscript for process automation.
• Data & Analytics: Intermediate proficiency in SQL for data querying, ticket trend reporting, and monitoring overall tool health.
• Platform Mastery: Deep technical understanding of core marketing and approval ecosystems, including GNP, Gamma, Knak, CoCo (Redwood), and Ariane.
• Diagnostic Proficiency: Expert-level ability to navigate and utilize internal technical tools such as Buganizer (issue tracking), Sphinx (access), YAQS, and CodeSearch.
• Education & Communication: Bachelor’s degree in Computer Science, IT, Engineering, or a related field, with excellent written and oral English skills for stakeholder interaction.

Preferred Qualifications:

• Familiarity with the end-to-end campaign lifecycle (Planning -> Development -> QA -> Launch).
• Experience in a 24x5 high-volume operations environment.
• Ability to contribute to help site updates and the creation of internal knowledge repositories.

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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