Technical Solutions Consultant, gTech Ads Customer Support

Google; Sunnyvale (CA); On-site; USD 126,000 - 180,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Paid time off

Job summary

Google's gTech Ads team in Sunnyvale is seeking a Technical Solutions Consultant to own end-to-end customer problem resolution. You will apply product expertise to deliver high-quality support for advertisers and partners, from troubleshooting to strategic guidance.

Work involves collaborating with Sales, Product, and Engineering to develop scalable solutions, automate diagnostics, and improve adoption of Google’s ad products for large customers worldwide. Strong communication is essential.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 3 years of experience in system design or in one programming language (Java, C++, Python, etc.).
• 3 years of experience in technical troubleshooting, and managing internal/external partners or customers.

Responsibilities

• Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues with Google's advertisers and Sales teams, agencies and partners.
• Troubleshoot complex technical product issues. Apply deep product expertise solving complex technical customer issues and escalations and carrying out strategic projects.
• Develop tools and automation for better diagnostics/data fixes and debugging, either independently or in partnership with Product Engineering teams.
• Improve product feature offerings by providing partner feedback to internal cross-functional teams, including Product Management, Engineering and Business Solutions teams.
• Analyze data and insights to create action plans to solve issues at the root cause for our top customers focusing on knowledge management, operational improvements, account reviews and product adoption.

Skills

System design

Java/C++/Python

Technical troubleshooting

Partner management

Education

Bachelor’s degree or equivalent practical experience

Job description

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
• 3 years of experience in either system design or in one programming language (Java, C++, Python, etc.).
• 3 years of experience in technical troubleshooting, and managing internal/external partners or customers.

Preferred qualifications:

• Experience working in technical product, cloud support, quality engineering, or SRE.
• Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
• 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 Display/Demand Gen/YouTube Ads.
• Problem solving experience to develop strategic perspectives on customer-focused solutions. A customer-first and empathetic mindset, and ability to own end to end experience and solutions.
• Demonstrated ability to work well in an environment with people from all backgrounds, 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 Support organization is a customer-centric, solution-generating team that helps our advertisers and sales teams make the most out of our products.

As a Technical Solutions Consultant, you will have deep product knowledge, provide high quality customer support and ‘own’ end-to-end customer solutions. You will focus on managing troubleshooting tasks, use your analytical and problem solving skills to proactively detect and provide resolution to issues. You will also be responsible for liaising with internal/external stakeholders to provide communication on customer issues and questions.

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.

Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

US: $126000 - $180000 (USD) + 15% bonus target + equity + benefits

Learn more about benefits at Google.

Responsibilities

• Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues with Google's advertisers and Sales teams, agencies and partners.
• Troubleshoot complex technical product issues. Apply deep product expertise solving complex technical customer issues and escalations and carrying out strategic projects.
• Develop tools and automation for better diagnostics/data fixes and debugging, either independently or in partnership with Product Engineering teams.
• Improve product feature offerings by providing partner feedback to internal cross-functional teams, including Product Management, Engineering and Business Solutions teams.
• Analyze data and insights to create action plans to solve issues at the root cause for our top customers focusing on knowledge management, operational improvements, account reviews and product adoption.

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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.

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