Product Solutions Engineer, gTech Ads Customer Experience, LCS Japan (Japanese, English)

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.

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 ourvideo.

Minimum qualifications:

• Bachelor’s degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
  
• 5 years of experience troubleshooting and advocating for customers' needs, and triaging technical issues (e.g., hardware, software, application, operational, process).
  
• 5 years of experience with 2 or more of the following: web tech, data/big data, systems admin, machine learning, networking, Kubernetes, Oracle, SAP.
• Experience reading code in a general purpose coding language (e.g., Java, C, C++, Python, Shell, Go, JavaScript) or in system design.
• Ability to communicate in Japanese and English fluently to interact with internal and external stakeholders.

Preferred qualifications:

• 4 years of experience in technical consulting on supporting large enterprise customers with high service-level objective and service-level agreement requirements.
  
• 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.
• Knowledge of SQL, expertise in data and insights.
• Proven project management capability, including managing workstreams, scoping deliverables, and coordinating across cross-functional teams.

Responsibilities

• Prioritize and deliver outstanding customer service, troubleshooting and resolving issues from sales teams and Google's advertisers, agencies and partners.
• Apply deep product expertise solving complex technical customer issues and escalations and carrying out strategic projects.
• Analyze data and insights to identify systemic improvement opportunities; own and execute projects to lead improvements in product, technology, operational process and customer awareness.
• Engage with Google advertisers, product, engineering, and sales teams, agencies, and partners to build strong relationships and foster collaborative problem-solving.
• Act as a primary point of contact for product-related inquiries, demonstrating a deep understanding of product functionalities and best practices.