Tech Process Senior Specialist - Customer Support (Orion) - Search & ADs UI

GOC Philippines, Inc.; Manila; On-site; PHP 1,800,000 - 3,000,000; Full time

Benefits offered by this job

Health care package

Family leave policy

Free meals onsite

Job summary

Google Operations Center (GOC) seeks a Tech Process Senior Specialist to bridge frontline support, Product Engineering and CoE. You will own critical technical consults and craft knowledge for beta launches, enabling faster, higher-quality resolutions for Google Ads customers.

You will drive root-cause analysis, develop scalable knowledge content, and train global teams while partnering with Product Managers, Engineering and CoEs to push product improvements across the ecosystem.

Qualifications

• Bachelor’s degree or equivalent practical experience required.
• 6+ years in project/program management, technical consulting, or client-facing roles.
• 4+ years in Ads Product ecosystem or related field.
• Experience with end-to-end Campaign Operations and Performance Diagnostics including real-time optimization.

Responsibilities

• Resolve the most complex technical consults and upskill GOC/partner teams.
• Architect knowledge management framework for Beta launches and new product content.
• Own end-to-end bug reporting lifecycle with Engineering for faster resolutions.
• Lead root-cause analysis to drive long-term product and process improvements.
• Partner with Product Managers, Engineering and CoEs to deliver strategic insights.

Skills

Project/Program Management

Technical Consulting

Cross-functional liaison

Root Cause Analysis

Knowledge management

Communication

Training & enablement

Education

Bachelor’s degree or equivalent practical experience

Tools

SQL

PLX

Job description

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.

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, 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.

To ensure a barrier‑free interview, please mention any required assistance or specific arrangements in your application and confirm them with your recruiter.

For any questions, feel free to reach out to us at [e-mail].

Join us in building something special at GOC, where we’re creating the best possible journey for our customers and employees. Google Operations Center is a unique company of problem‑solvers, partnering with Google to provide support to their users and customers. We believe an amazing customer experience begins with an amazing culture, and we help you be your best through leadership that listens, a culture of growth, and resources for wellbeing. With locations from North America to Asia, we hope you'll explore opportunities in your corner of the world.