Product Support Engineer

Responsibilities

• Develop tools and automation for diagnostics and debugging, streamlining processes and enhancing support efficiency.
• Apply subject matter expertise in Google's AI-driven ad products, with a focus on Performance Max, by understanding intricate functionalities to provide guidance and troubleshooting effectively.
• Utilize data analytics to identify recurring issues and their root causes, driving operational enhancements and improving product adoption among key clients.
• Work closely with Product and Engineering teams, providing crucial feedback to refine features, improve user experience, and address customer pain points.
• Develop and implement automation tools for diagnostics and debugging, streamlining processes and enhancing support efficiency, leading to faster resolution times.

Minimum qualifications:

• Bachelor's degree in Engineering, Computer Science, a related field, or equivalent practical experience.
• Experience in technical project management, stakeholder management, professional services, solution engineering, or technical consulting.
• Experience with Data/SQL and web technologies.
• Experience project managing and delivering technical solutions
• Ability to work flexible non-standard working hours in line with customer requirements.

Preferred qualifications:

• Experience in business analysis to conduct analytics, develop dashboards, and make recommendations
• Experience working in technical product/cloud support/Quality Engineering/Site Reliability Engineering (SRE).
• Experience using Google Ads or other online advertising solutions and the media/tech landscape.
• Experience in technical troubleshooting or customer support in a tech organization. Customer-facing experience translating technical concepts and solutions to non-technical and executive audiences.
• Experience in solving issues and developing tactical perspectives on customer-focused solutions.
• Excellent customer first and empathetic mindset, and ability to own end-to-end experience and solutions.