Product Solutions Engineer, gTech Customer Experience

About the job

Our Security team works to create and maintain the safest operating environment for Google's users and developers. Security Engineers work with network equipment and actively monitor our systems for attacks and intrusions. In this role, you will also work with software engineers to proactively identify and fix security flaws and vulnerabilities.

gTech Ads LCS Customer Experience organization is a customer centric, solution-generating team that helps our advertisers and sales teams make the most out of our products. As a Product Support Consultant in the LCS CX team, you will have deep product knowledge, provide high quality customer experience and ‘own’ end to end customer solutioning. You will unblock critical business by managing escalations and act as thought leaders for systemic change with cross functional partners. You will be also responsible for liaising with internal/external stakeholders to provide communication on customer issues and trends. You will be also responsible for liaising with internal/external stakeholders to provide communication on customer issues and trends.

In gTech Users and Products (gUP), our mission is to advocate for Google’s users by creating helpful and trusted experiences across the product ecosystem. We achieve this by meeting partners and consumers where they are with support and help, representing their needs with our product partners and proposing fixes and features that elevate their engagement with Google's diverse product ecosystem. Additionally we provide a range of product services that ensure our products are optimized for every user, no matter where they are in the world (e.g., localization, digitization, partner integration and more).

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
  
• 1 year of experience with security assessments or security design reviews or threat modeling.
  
• 1 year of coding experience in one or more general purpose languages.
  
• 1 year of experience working with web technologies (e.g., HTML, CSS, JavaScript, HTTP, Networks).
• Experience with data analysis and visualization using SQL-like query languages.

Preferred qualifications:

• 2 years of experience developing tools for the troubleshooting of technical issues (e.g. monitoring/diagnostic).
• Experience with machine learning infrastructure.
• Experience with mobile app operating system, mobile app data analytics product, and ability to debug issues using debug log.
• Ability to communicate technical problems to both technical and non-technical audiences.

Responsibilities

• Prioritize and deliver outstanding customer service, advanced troubleshooting and resolving complex bugs from internal sales teams and Google's advertisers.
• Engage with cross-functional partners, including Sales, Engineering and Product teams, to build automation frameworks 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.