Product Solutions Engineer, DV360, gTech Ads Customer Experience, LCS (English, Japanese)

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.

As a Product Solutions Engineer, you will have deep product knowledge, understanding of customer’s digital marketing objectives and identify opportunities for enhancing the customer experience. This allows you the opportunity to identify systemic issues and work with a group of Google experts across Product, Engineering, and Sales to develop scaled solutions leveraging data, analytics and AI. You will require the ability to learn technology (especially AI), Google’s Ads products, and will also require exceptional communication skills to work collaboratively with internal and external stakeholders.

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 .

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 English and Japanese fluently to engage and support English and Japanese speaking clients.

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.

- Proven project management capability, including managing workstreams, scoping deliverables, and coordinating across cross-functional teams.

- Strong written and verbal communication skills across technical and non-technical audiences.

- Suggest code-level resolutions for complex product bugs by leveraging relevant tools and effective communication to all stakeholders internally and externally.

- Resolve technical incidents and escalations by performing analysis utilizing relevant tools (e.g., SQL, R, Python) and leveraging custom data infrastructure or existing data models as appropriate, and formulating and interpreting data to reach specific conclusions and next steps.

- Identify opportunities and build solutions to improve support or empower customers to solve issues by using self-service tools and documentation.

- Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues with Google's advertisers and Sales teams, agencies and partners.

- Partner with our Sales, Agency, and other cross-functional partner teams (as applicable) to own and continuously improve the journey of all clients across, resolve complex issues and understand customer pain points.