Product Solutions Consultant, gTech Ads CX (Fixed-Term Contract)

Google LLC; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

Google is hiring a Product Solutions Consultant for gTech Ads CX on a 9-month fixed-term contract in Singapore. You will own end-to-end customer solutions, diagnose complex ad tech issues, and translate technical concepts for executive audiences.

You will collaborate with Sales, Product, and Engineering to improve campaigns and measurement capabilities. You will develop dashboards, provide strategic analytics, and help customers optimise their advertising spend while ensuring a high-quality

Qualifications

• Bachelor's degree or equivalent practical experience.
• 5 years of experience in technical product management, cloud support, quality engineering, or SRE.
• Experience in technical troubleshooting or customer support within a tech organization.

Responsibilities

• Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving complex issues with Google's advertisers, Sales teams, agencies, and partners.
• Learn Ads products like Display and Demand Gen; apply deep product expertise to solve complex technical issues and escalations, and carry out strategic projects.
• Develop tools and automation for better diagnostics, data fixes, and debugging, independently or with Product Engineering teams.
• Partner with Sales and cross-functional teams to own and continuously improve customer journey and product feature offerings by providing feedback to Product Management, Engineering, and Business Solutions.
• Analyze data and insights to solve issues at root cause, liaison with stakeholders on escalations and high-priority events, and drive collaborative team culture and mentorship globally.

Skills

Technical product management

Cloud support

Quality engineering

Site Reliability Engineering

Technical troubleshooting

Customer support

Google Ads

Ad tech solutions

Customer-facing communication

Business analysis

Analytics & dashboards

Education

Bachelor's degree

Job description

Product Solutions Consultant, gTech Ads CX (Fixed-Term Contract)

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Google will be prioritizing applicants who have a current right to work in Singapore, and do not require Google's sponsorship of a visa.
This is a 9-month fixed-term contract.

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience working in technical product management, cloud support, quality engineering, or Site Reliability Engineering (SRE).
• Experience in technical troubleshooting or customer support within a technology organization.

Preferred qualifications:

• Experience using Google Ads or other online advertising platforms and ad tech solutions.
• Experience in technical troubleshooting or customer support in a tech organization. Customer-facing experience translating technical concepts and solutions to non-technical and executive audiences.
• Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
• Customer-first and empathetic mindset, with a proven ability to own end-to-end customer solutions.
• Ability to work well in a dynamic environment, solve problems, and think critically.

About the job

gTech Ads is responsible for all support and media and technical services for customers big and small across our entire Ad products stack. We help our customers get the most out of our Ad and Publisher products and guide them when they need help. We provide a range of services from enabling better self help and in-product support, to providing better support through interactions, setting up accounts and implementing ad campaigns, and providing media solutions for customers business and marketing needs and providing complex technical and measurement solutions along with consultative support for our large customers. These solutions range from bespoke and customized ones for our customers to scalable support for millions of customers worldwide. Based on the evolving needs of our ads customers, we partner with Sales, Product and Engineering teams within Google to develop better solutions, tools, and services to improve our products and enhance our client experience. As a cross-functional and global team, we ensure our customers get the best return on investment with Google and we remain a trusted partner.

gTech Ads Customer Experience (CX) is a customer-centric, solution-generating team helping advertisers and sales teams make the most of our products (e.g., Search, Apps, Video, DV3, Policy, Billing).

As a Solutions Consultant, you will have deep product knowledge, provide high-quality customer experience, and 'own' end-to-end customer solutioning. You will manage troubleshooting, use analytical and problem-solving skills to proactively detect and resolve issues, and liaise with internal/external stakeholders to communicate on customer escalations, high-priority events, and scaled proactive efforts.

Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.

To learn more about gTech, check out our video .

Responsibilities

• Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving complex issues with Google's advertisers, Sales teams, agencies, and partners.
• Learn Ads products like Display and Demand Gen. Apply deep product expertise solving complex technical customer issues and escalations, and carry out strategic projects.
• Develop tools and automation for better diagnostics, data fixes, and debugging, either independently or in partnership with Product Engineering teams.
• Partner with Sales and cross-functional teams to own and continuously improve customer journey and product feature offerings by providing partner feedback to Product Management, Engineering, and Business Solutions.
• Analyze data and insights to solve issues at the root cause, liaise with stakeholders on escalations, high-priority events and scaled proactive efforts, and drive collaborative team culture and mentorship globally.

Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy , Know your rights: workplace discrimination is illegal , Belonging at Google , and How we hire .

Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.

Equity is granted exclusively and discretionarily by Alphabet Inc. on the basis of an agreement concluded between you and Alphabet Inc. Alphabet Inc. is your sole contractual partner with respect to equity grants. GSU grants are not guaranteed, are discretionary, are subject to approval by the Alphabet Inc. board of directors or its delegate, the terms of the relevant Alphabet Inc. stock plan, and your grant agreement. They have no impact on statutory payments. Current or past grants do not confer an acquired right.