Publisher Technical Product Expert
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Minimum qualifications:
- Bachelor's degree in Computer Science or a related technical field, or equivalent practical experience.
- 3 years of technical experience in internet technologies such as XML, CSS, HTML, HTML5, JavaScript, Video Streaming, or 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 flexible non-standard working hours and after-hours on-call rotation is required.
Preferred qualifications:
- Experience with Google Ad Manager or monetization products.
- Ability successfully manage crisis issues and communications.
- Proven ability to lead cross-functional initiatives, and successfully collaborate with colleagues in a variety of roles.
- Strong communication skills, and ability to articulate complex technical problems to both technical and non-technical audiences.
- Outstanding analytical, troubleshooting, and problem solving skills.
About the job
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.
The Google Technical Publisher Expert team delivers 24x7 on-call technical bugs and incident management across all of Google's Sellside business. You'll help the wider gTech team support Google's global user base for our platform display and business generation products.
Your responsibilities include providing internal escalation support, driving our most complex technical issues to resolution, identifying product issue trends to implement improvements, and lead programs to streamline the tracking of key success metrics.
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.
The US base salary range for this full-time position is $123,000-$176,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.
Responsibilities
- Own end-to-end product bug escalation, triage, and prioritization.
- 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.
- Troubleshoot, escalate, and drive product issues to resolution. 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.
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Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.
If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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