Global Tech Process & Knowledge Architect

GOC Philippines, Inc.; Philippines; On-site; PHP 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Comprehensive health care including医療、

Onsite meals and snacks

Gender-neutral baby bonding leave and

Job summary

Google Operations Center in the Philippines seeks a Tech Process Senior Specialist to bridge frontline support, Product Engineering, and CoE. You will troubleshoot advanced technical issues, support agents, and contribute to knowledge management and product launches.

You will own root-cause analysis, escalate complex cases, craft high-quality bug reports, and develop training programs. You will collaborate across teams to improve customer outcomes and drive scalable support.

Qualifications

• 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 experience 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.

Responsibilities

• Resolve critical technical consults and architect knowledge for new product launches (Beta).
• Perform root-cause analysis to implement long-term fixes.
• Act as the final point of escalation for complex technical consults with end-to-end ownership.
• Own the end-to-end bug reporting lifecycle with clear reproduction steps and impact assessments.
• Co-create and audit troubleshooting content with Product Enablement and CoE teams.
• Provide strategic feedback based on support trends and lead root-cause analyses.
• Develop and deliver Train-the-Trainer sessions and certification programs.
• Manage Agent Assist pilots and validate AI-generated outputs.
• Analyze complex datasets to identify systemic issues and translate insights into business recommendations.
• Mentor frontline SMEs and foster a globally dispersed team.

Skills

Root Cause Analysis

Knowledge management

Training delivery

Project management

Communication

Education

Bachelor's degree or equivalent practical experience

Tools

SQL

Google Ads platform

Job description

Google Operations Center in the Philippines seeks a Tech Process Senior Specialist to bridge frontline support, Product Engineering, and CoE. You will troubleshoot advanced technical issues, support agents, and contribute to knowledge management and product launches.

You will own root-cause analysis, escalate complex cases, craft high-quality bug reports, and develop training programs. You will collaborate across teams to improve customer outcomes and drive scalable support.