gTech Ads is responsible for all support and media and technical services for customers large and small across our entire Ad products stack. We assist our customers in getting the most out of our Ad and Publisher products and assist them when they need assistance. We offer a variety of services from improving self help and in product support, to improving support through interactions, account setup and implementation of ad campaigns, and media solutions for customers business and marketing needs and offer complex technical and measurement solutions along with consultative support for our large customers. These solutions include everything from custom and tailored solutions for our customers to scalable support for millions of customers around the world. Based on the ever changing needs of our ads customers, we work with Sales, Product and Engineering teams at Google to build better solutions, tools, and services to improve our products and enhance our client experience. As a cross-functional and global team, we make sure our customers get the best return on investment with Google and we are a trusted partner.

• Use subject matter knowledge in Google’s AI-based advertising solutions, specifically in performance max, by understanding complex functionalities to offer guidance and troubleshooting support effectively.

• Design and develop automation solutions for diagnostics and troubleshooting, which will increase efficiency in support and result in faster resolution times.

• Strive to provide excellent customer service throughout the customer lifecycle, including troubleshooting and resolving problems with Google’s advertisers and Sales teams.

• Analyze data and insights to develop action plans to address problems at the root cause for our customers, who are focused on knowledge management, process improvements, account reviews, and product adoption.

• Collaborate with our Sales, Product, Engineering, and other cross-functional partner teams (as applicable) to own and improve the experience of all clients across, address complex problems, and understand customer pain points

• Bachelor’s degree in Engineering, Computer Science, a related field, or equivalent practical experience.

• Experience with data/SQL and web technologies.

• Ability to work non-standard working hours in line with customer requirements.

• Experience in business analysis to perform analytics, build dashboards, and provide recommendations

• Experience in working in technical product/cloud support/quality engineering/Site Reliability Engineering (SRE)

• Experience in using Google Ads or other online advertising platforms and the media/tech landscape

• Experience in technical troubleshooting or customer support in a tech company, and customer-facing experience in explaining technical ideas and solutions to non-technical and executive stakeholders

• Experience in problem-solving and building tactical insights on customer-centric solutions

• Strong customer first and empathetic mindset, and ability to drive end-to-end experiences and solutions.

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