Technical Product Expert, Search Ads

| New York City, NY
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Minimum qualifications:

  • Bachelor's degree or equivalent practical experience.
  • 2 years of experience in customer support.
  • Experience troubleshooting technical issues.



Preferred qualifications:

  • Experience with HTML, SQL, or experience troubleshooting technical issues.
  • Experience with Search Ads, ad products, and third-party ad serving.
  • Deep knowledge of Search Ads (Auction and/or Reserve).
  • Ability to remain calm while managing crisis issues and communications, and excellent stakeholder management skills.



About the job

gTech Global Customer Care (gGCC) is a solution-generating force that helps our sales teams and advertisers. These solutions need to be scalable to support millions of customers worldwide. In addition to troubleshooting on the customer side, we work with Sales, Product, and Engineering teams within Google to develop better tools and services and improve our products based on the evolving needs of our users. As a cross-functional and global team, it's our job to help keep the lights on and the ads fresh.

In this role, you'll expedite resolution across touch points and teams and provide seamless experience for customer's entire interaction with support. You'll also minimize preventable product bugs and client escalations through proactive and retrospective analysis. You'll improve expertise coverage across Technical Product Escalations (TPEs) to improve quality of service. You'll make the product better for internal and external customers while cultivating a closer partnership between global gTech teams. You'll establish excellent partnerships with stakeholders to improve the customer experience.

The Technical Product Escalations team covers a suite of ad products across brand, performance, and platforms ad products.

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 .

Additional Information
(Colorado only*) Minimum salary range between $89,000 - $95,000 bonus equity benefits.
*Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired into our offices in Colorado.

Responsibilities

  • Own product bug escalation, triage, and prioritization.
  • Manage communications for critical product issues impacting regional services and sales teams.
  • Collect product feedback and insights to ensure that serviceability needs/features are represented and qualified for gTech to prioritize with Product Managers and Engineering.
  • Collaborate with Search Ads Speciality support through knowledge management and decrease tickets.
  • Participate in after-hours on-call rotation.
More Information on Google
Google operates in the AdTech industry. The company is located in Mountain View, CA, Kirkland, WA, Boulder, CO, Atlanta, GA, New York, NY, Cambridge, MA, Washington, DC, Reston, VA, Ann Arbor, MI, Chicago, IL, Austin, TX, Frisco, TX, Irvine, CA, Los Angeles, CA, San Bruno, CA and San Francisco, CA. It has 244433 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Dental insurance, Vision insurance, Health insurance, Life insurance and 401(K). To see all 95 open jobs at Google, click here.
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