Technical Product Expert, Youtube

Google will be prioritizing applicants who have a current right to work in Singapore, and do not require Google's sponsorship of a visa.

Minimum qualifications:

- Bachelor's degree or equivalent practical experience.
- 2 years of experience in customer support.

Preferred qualifications:

- Experience Supporting YouTube Ads products.
- Working knowledge of HTML, SQL, or experience troubleshooting technical issues.
- Deep knowledge of YouTube Ads (Auction and/or Reserve).
- Good knowledge of YouTube ads, ad products, and third-party ad serving, and/or proven ability to become an expert in new ad products in short time frame.
- Ability to remain calm while managing crisis issues and communications, and excellent stakeholder management skills.

**About the job**:
gTech Global Customer Care (gGCC) is a solution-generating force that helps our sales teams and advertisers. These solutions need to be scalable to support millions of customers worldwide. In addition to troubleshooting on the customer side, we work with Sales, Product, and Engineering teams within Google to develop better tools and services and improve our products based on the evolving needs of our users. As a cross-functional and global team, it's our job to help keep the lights on and the ads fresh.

In this role, you'll expedite resolution across touch points and teams and provide seamless experience for customer's entire interaction with support. You'll also minimize preventable product bugs and customer escalations through proactive and retrospective analysis. You'll improve expertise coverage across Technical Product Escalations (TPEs) to improve quality of service. You'll make the product better for internal and external customers while cultivating a closer partnership between global gTech teams. You'll establish strong partnerships with stakeholders to improve the customer experience.

The Technical Product Escalations (TPE) team covers a suite of ad products across brand, performance, and platforms ad products.

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**:

- Own product bug escalation, triage, and prioritization.
- Manage communications for critical product issues impacting regional services and business teams.
- Coalesce and collect product feedback and insights to ensure that serviceability needs/features are represented and qualified for gTech to prioritize with Product Managers and Engineering.
- Collaborate with YouTube Speciality support through knowledge management and decrease tickets.
- Participate in after-hours on-call rotation.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.