Tech Process Senior Specialist - Customer Support (Orion) - M&A 360

Google Operations Center; Philippines; On-site; PHP 3,781,000 - 5,986,000; Full time

Benefits offered by this job

Health care coverage

Baby bonding leave

Job summary

Google Operations Center seeks a Tech Process Senior Specialist to bridge frontline support, product engineering, and the Center of Excellence. This role serves as the final escalation point for complex technical challenges and leads the knowledge framework empowering our support ecosystem.

You will support agents, handle high-priority escalations from Sales, assist with new product launches (Beta) and create content for launches, disseminating knowledge across GOC and partners.

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.
• Strong written and oral communication and 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.

Responsibilities

• Resolve the most critical technical consults with end-to-end ownership.
• Own the end-to-end bug reporting lifecycle and communicate requirements to Engineering.
• Co-create, update, and audit troubleshooting content for current products and Beta releases.
• Collaborate with Product Managers, Engineering, and CoEs to provide strategic feedback for product and process improvements.
• Deliver formal training and certification programs to build product experts across GOC and partner teams.
• Manage AI pilots and validate outputs to improve automated support tools.
• Analyze complex datasets to identify systemic issues and translate insights into actionable recommendations.
• Mentor frontline SMEs and foster a collaborative, globally dispersed team environment.

Skills

Communication skills

Root cause analysis

Project management

Technical consulting

Knowledge management

Education

Bachelor's degree or equivalent

Tools

SQL

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 Tech Process Senior Specialist, 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.

Position 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.

Minimum 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 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, 18 we