Product Solutions Engineer, gCare, YouTube

roblems to both technical and non-technical audiences.

• Ability to troubleshoot and debug tagging issues on websites using developer tools (https://e.g., Chrome DevTools).

• Ability to communicate in English fluently.

About the job

gTech Global Customer Experience (gCare) is a solution-generating effort that helps our Sales teams and advertisers. These solutions need to be scalable to support millions of customers worldwide. In addition to troubleshooting on the customer side, we work with Sales, Product, and Engineering teams within Google to develop better tools and services and improve our products based on the evolving needs of our users. The Product Troubleshooting team of Global Customer Care provides high-quality customer care to Advertisers and Business teams, managing challenges for Google’s advertiser based on Display, YouTube, Google Analytics, Shopping, Google Marketing Platform (GMP), and Mobile/Apps. This support consists of preempting, detecting, and resolving sensitive and complex issues across Google Ads products, identifying patterns of issues for business and customers, partnering with Product Operations and Engineering to resolve product issues, and managing complex issues to resolution to enhance the customer experience.

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.

Responsibilities

• Prioritize and deliver outstanding customer service, advanced troubleshooting and resolving complex issues and bugs from internal teams and Google's advertisers.
• Understand the evolving AI-powered nature of the Google Ads ecosystem and the ability to communicate the Machine Learning model language with our internal and external customers.
• Engage with cross-functional partners, including Sales, Engineering, and Product teams, to build automation frameworks and processes to detect and prevent product bugs/issues.
• Prototype and develop tools to enable the troubleshooting of customer issues and queries to facilitate troubleshooting of standard use cases.
• Collaborate with Engineering teams on Infrastructure launches, upgrades, and migrations.

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.