Publisher Technical Product Expert, gTech Ads Sellside

Minimum qualifications:

• 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 is required.

Preferred qualifications:

• 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.

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. 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.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.

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.