Product Solutions Engineer, Google Ads

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.

In this role, you will be at the forefront of solving issues, acting as a technical consultant and advisor for Google Ads customers. You will leverage your troubleshooting skills to identify root causes, develop troubleshooting tools and solutions, and communicate effectively with audiences, from engineers to executives. You will improve the products and processes by identifying trends and advocating for customer needs. This role offers a blend of technical problem-solving, customer interaction, and thinking, giving you the opportunity to own the customer experience and drive positive change in the evolving Ads ecosystem.

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 and apply deep product expertise to solve technical customer issues and escalations. Understand Floodlight conversion modeling, AI-powered SA360 bidding, and enterprise ads platforms.
• 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 the top customers, focusing on knowledge management, operational improvements, account reviews and product adoption.

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
• 3 years of experience troubleshooting technical issues for internal/external partners or customers.
• 3 years of experience in either system design or reading code (e.g., Java, C++, Python).

Preferred qualifications:

• Experience working in technical product support, cloud support, quality engineering, or site reliability engineering.
  
• Customer-facing experience, translating technical concepts and solutions to non-technical and executive audiences. A customer first and empathetic mindset, and ability to own end to end experience and solutions.
  
• Problem solving experience to develop strategic perspectives on customer-focused solutions.
  
• Knowledge and experience using Google Ads or other online advertising solutions and the media/tech landscape.
  
• Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
  
• Demonstrated ability to work well in an environment with people from all backgrounds, solve problems and think critically.