Product Solutions Engineer, gTech Ads Customer Support
7 days ago
Minimum qualifications:
- Bachelor's degree in Computer Science, a related field, or equivalent practical experience.
- 3 years of experience with client-side app technologies and databases.
- Experience with coding or system design.
- Ability to communicate in English and Mandarin fluently to support client relationship management in this region.
- Experience working in technical product development and support.
- Experience using Google Ads or other online advertising solutions and the media/tech landscape.
- Experience in developing customer-focused solutions.
- Experience with project management and developing project plans along with collaborating across organizations.
- Ability to own experience and solutions along with excellent customer service skills.
- Excellent problem-solving skills.
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.
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 experience throughout the customer journey, troubleshooting and resolving issues with Google's advertisers and Sales teams, agencies and partners.
- Learn the Smart Ads products, for Apps.
- Troubleshoot complex technical product issues and apply product expertise to solve technical customer issues and escalations.
- Develop tools and automation for better diagnostics/data fixes and debugging, either separately or in partnership with Product Engineering teams.
- Analyze data and insights to create action plans to solve issues at the root cause for the customers focusing on knowledge management, operational improvements, account reviews and product adoption.
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