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

GOC Philippines, Inc.; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Health coverage

Onsite meals

Job summary

Google Operations Center is seeking a Tech Process Senior Specialist to bridge global frontline support with Product Engineering and CoE. You will troubleshoot complex issues, craft knowledge for launches, and drive end-to-end resolution for Google customers.

You will lead root-cause analyses, mentor teams, and develop training programs to uplift GOC and partner capabilities, shaping reliable product experiences across regions.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 6+ years in project/program management, technical consulting, or client-facing role.
• 4+ years in Ads Product ecosystem; end-to-end Campaign Operations and diagnostics.

Responsibilities

• Resolve critical technical consults and build knowledge for new product launches.
• Perform root-cause analysis to implement long-term fixes.
• Escalation point for complex technical consults with end-to-end ownership.

Skills

RCA

Stakeholder mgmt

Technical comms

Training delivery

Mentorship

Education

Bachelor's degree or equivalent

Relevant experience

Tools

SQL

PLX

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

• Resolve 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.
• Perform root-cause analysis to implement long-term fixes that improve the product for everyone.
• 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.
• 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.
• 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.
• Collaborate with Product Managers, Engineering, and CoEs to provide strategic feedback based on support trends and lead deep-diving root cause analysis to advocate for product and process improvements.
• 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.
• 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.
• Analyze complex datasets to identify systemic issues and performance trends; translate these insights into actionable business recommendations to enhance the customer journey.
• 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 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.

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

• Competitive wages and with comprehensive health care including medical, dental and vision coverage.
• Gender-neutral baby bonding leave, 18 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.

With locations from North America to Asia, we hope you'll explore opportunities in your corner of the world.