Technical Solutions Consultant, gTech Ads Customer Support

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.

• 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, and customer‑facing experience translating technical concepts and solutions to non‑technical and executive audiences.
• Experience in Display/Demand Gen/You Tube 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.

gTech Ads is responsible for all support, 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 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, and may be responsible for liaising with internal/external stakeholders to communicate on customer issues and questions.

Pay Range
: US: $126,000 - $181,000 (USD) + 15% bonus target + bonus + equity + benefits

• 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 to solve 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.
• 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.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google’s EEO Policy and EEO is the Law.

If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.