Product Solutions Engineer, gTech Ads Customer Experience, LCS Japan (Japanese, English)
- linkCopy link
- emailEmail a friend
Google welcomes people with disabilities.
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.
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 our video.
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.
Information collected and processed as part of your Google Careers profile, and any job applications you choose to submit is subject to Google's Applicant and Candidate Privacy Policy.
Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.
If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.
Equity is granted exclusively and discretionarily by Alphabet Inc. on the basis of an agreement concluded between you and Alphabet Inc. Alphabet Inc. is your sole contractual partner with respect to equity grants. GSU grants are not guaranteed, are discretionary, are subject to approval by the Alphabet Inc. board of directors or its delegate, the terms of the relevant Alphabet Inc. stock plan, and your grant agreement. They have no impact on statutory payments. Current or past grants do not confer an acquired right.