Search Product Specialist, gTech Ads Customer Support, Search Center of Excellence

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.

As a Search Product Specialist in the gTech Ads Customer Support Search Center of Excellence (CoE), you will serve as a technical subject matter expert for Google Ads Search products and solutions. In this role, you will resolve complex technical escalations, conduct root-cause analysis, and drive operational and product improvements across global support workflows. You will partner closely with cross-functional stakeholders, including Product, Engineering, Sales, and Global Support to elevate the advertiser experience, develop organizational capability, and synthesize actionable customer insights from front line troubleshooting.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: $114000 - $163000 (USD) + 15% bonus target + equity + benefits

Learn more about benefits at Google.

Responsibilities:

• Serve as technical Subject Matter Expert (SME) to operationalize and evaluate AI-assisted troubleshooting tools and agents (e.g., Cases AI, Foundry, Catalyst, Search Diagnostic Agents).
• Drive knowledge dissemination, playbooks, and upskilling programs across global L2 Search communities and expert hubs.
• Channel support insights and telemetry into systemic product, tooling, and process enhancements in collaboration with Product and Engineering.
• Partner with Sales, Global Customer Care (GCC), Large Customer Sales (LCS), Google Customer Solutions (GCS), and Design Tech to streamline customer journeys and reduce operational drag.
• Deliver deep troubleshooting and root-cause resolution for high-stakes customer escalations across Search and Performance Max.

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 5 years of experience in a technical project management or a customer-facing role.
  

Preferred qualifications:

• Experience troubleshooting Google Ads Search campaigns, Smart Bidding, Performance Max Search components, search query matching, or Google Ads scripts/APIs.
• Background in online advertising or digital marketing in a technical or customer-facing support capacity.
• Demonstrated ability to analyze complex datasets (e.g., using SQL, internal dashboards, or spreadsheets) to identify operational trends and influence product/process decisions.
• Proven project management capability, including managing workstreams, scoping deliverables, and coordinating across cross-functional teams.
• Strong written and verbal communication skills across technical and non-technical audiences.