Google Operations Center

Google Operations Center

Tech Process Senior Specialist - Customer Support Orion - Shopping

IN-GUR-TIP2, IN · Senior

Sponsorship not specifiedDetected 82 days ago
SQLData AnalysisGoogle AdsSalesCustomer SupportLeadershipCommunication

About the role

  • You will handle final level consults from their respective PAs to speed up and ensure correct solutions are provided for Account Managers and end customers.

Responsibilities

  • You are responsible for resolving the most critical technical consults, architecting the knowledge management framework for new product launches (Beta), and upskilling GOC and partner teams to ensure high-quality support. You don't just solve problems
  • you perform root-cause analysis to implement long-term fixes that improve the product for everyone.
  • Engineering Liaison & Bug Management: Own the end-to-end bug reporting lifecycle.
  • Translate complex, ambiguous technical failures into high-quality bug reports for Engineering, ensuring all technical requirements, reproduction steps, and impact assessments are clearly communicated to drive faster resolution.
  • Knowledge Architecture: Partner with Product Enablement Team and Center of Excellence team to co-create, update, and audit troubleshooting content and documentation for current products and new Beta releases.
  • Strategic Stakeholder Partnership: Collaborate with Product Managers, Engineering, and CoEs to provide strategic feedback based on support trends. Lead deep-dive root cause analysis to advocate for product and process improvements.
  • Ecosystem Empowerment: Develop and deliver formal training, "Train-the-Trainer" (TTT) sessions, and certification programs to build a pipeline of product experts across GOC L1 and partner teams.
  • AI & Innovation: Manage Agent Assist pilots for relevant new product launches and validate AI-generated support outputs. Model domain knowledge to improve automated support tools and test outputs for upcoming product features.
  • Inclusive Leadership: Drive a culture of mentorship. Guide frontline SMEs on product nuances and foster a collaborative, globally dispersed team environment.

Requirements

  • 6+ years of experience in project/program management, technical consulting, or a client-facing role.
  • Experience in end-to-end Campaign Operations and Performance Diagnostics, including media planning, traffic analysis, and real-time optimization.
  • Must have a proven track record of performing Root Cause Analysis (RCA) on complex delivery issues and translating technical troubleshooting into customer-centric solutions.
  • Experience in content development or knowledge management
  • Required Skills:

Nice to have

  • Demonstrated experience in data analysis and interpretation (e.g., SQL, PLX).
  • Ability to pivot expertise across different Google Ads products [Search, Video, Display, Mobile, Commerce et] Platform analytics and tools.
  • Proven track record of navigating interdependent processes and making decisions that prioritize the customer in ambiguous situations.
  • We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
  • To ensure a barrier-free interview, please mention any required assistance or specific arrangements in your application and confirm them with your recruiter.
  • To all recruitment agencies: Google Operations Center (GOC) does not accept agency resumes.
  • GOC is not responsible for any fees related to unsolicited resumes.
  • Thanks for your interest in this opportunity!

Skills

  • Bachelor's degree or equivalent practical experience.
  • 4+ years of experience specifically within the Ads Product ecosystem
  • Strong written and oral communication and experiencing interfacing with Engineering and Product teams

Benefits

  • We support you with competitive wages and with comprehensive health care including medical, dental and vision coverage
  • We support your family with gender-neutral baby bonding leave, 26 week birth-parent maternity leave, and generous life, accident and disability insurance minimums

Company info

  • At Google Operations Center we help Google users and customers solve problems and achieve their goals-all while enjoying a culture focused on improving continuously and being better together.
  • We work hard, we play hard, and we want you to join us!
  • Act as the final point of escalation for the most critical and complex technical consults, ensuring end-to-end ownership and resolution for Google customers.
  • Advanced Technical Resolution: Act as the final point of escalation for the most critical and complex technical consults, ensuring end-to-end ownership and resolution for Google customers.

Visa & Work Authorization

  • ment opportunities regardless of race, creed, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status or any other basis protec
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This listing is sourced directly from Google Operations Center's careers page and normalized into a canonical job model.