Publisher Technical Product Expert, gTech Ads Sellside
Job Description
About the Role
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. The Google Technical Publisher Expert team delivers 24x7 on-call technical bugs and incident management across all of Google's Sellside business. In this role, you will help the wider gTech team support Google's global user base for our platform display and business generation products. You will provide internal escalation support, drive complex technical issues to resolution, identify product issue trends to implement improvements, and lead programs to streamline the tracking of key success metrics.
Key Responsibilities
- Manage communications for mission critical product issues impacting regional services and sales teams.
- Provide excellent technical support, and build successful long-term relationships with our internal platform display and business generation teams.
- Communicate effectively with engineering and other technical groups to enhance products and prevent customer issues.
- Identify trends and communicate actionable insights to product stakeholders and sales through a thorough understanding of our success metrics.
- Own product bug escalation, triage and prioritization.
- Troubleshoot, escalate and drive product issues to resolution.
Requirements
- BA/BS degree in Computer Science or a related technical field or equivalent practical experience.
- 3 years of technical experience in technologies such as XML, CSS, HTML, HTML5, JavaScript, Video Streaming, and Web Servers.
- 3 years of experience in technical troubleshooting or technical support, and account management, sales (product direct or offline), or project management.
- Ability to work on non-standard working hours and after-hours on-call rotation.
Nice to Have
- Experience with Google Ad Manager or business generation products.
- Experience with Mobile App/Game Development.
- Ability to successfully manage crisis issues and communications.
- Ability to lead cross-functional initiatives, and collaborate with colleagues in a variety of roles.
- Ability to articulate technical problems to both technical and non-technical audiences.
- Excellent investigative, communication, troubleshooting, and problem-solving skills.
Qualifications
- Bachelor's degree in Computer Science or a related technical field.
Benefits & Perks
- US base salary range of $123,000-$176,000 + bonus + equity + benefits.
- Additional benefits as outlined by Google.
Working at Google
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. We are committed to equal employment opportunity and consider qualified applicants regardless of criminal histories, with accommodations available for applicants with disabilities or special needs.
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About Google
Website
google.com
Location
Sunnyvale, CA
Industry
Web Search Portals and All Other Information Services
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