Support Configuration and Admin Specialist, gTech gUP
Job Summary
Job Description
As a Support Configuration and Admin Specialist in Google's gTech Users and Products (gUP) team, you will be responsible for managing the support configurations and systems administration for a set of Google products. This role requires a strong understanding of support platforms, escalation channels, and advanced admin tools. You will collaborate with product operations support teams to develop and execute product-specific, multi-channel support strategies, investigate and troubleshoot issues, ensure high-quality customer experience, and drive improvements to support systems through new processes, documentation, and feature advocacy.
Must have:
- Bachelor's degree or equivalent practical experience
- 2 years of experience in project/program management, consulting, or client-facing role
- Experience with basic web development projects (HTML) or configuration systems
- Strong leadership, project management, communication, and teamwork skills
- Ability to deepen technical and functional skills in a fast-changing cross-platform environment
- Distinctive problem-solving, technical troubleshooting, and analytical capabilities
2 skills required
Job Details
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 2 years of experience in a project/program management, consulting, or client-facing role.
Preferred qualifications:
- Experience with basic web development projects (HTML) or configuration systems.
- Ability to work globally and cross-functionally exhibiting strong leadership, project management, communication, and teamwork.
- Capacity to deepen technical and functional skills in a fast-changing cross-platform environment.
- Distinctive problem-solving, technical troubleshooting, and analytical capabilities.
About the job
In gTech Users and Products (gUP), our mission is to advocate for Google’s users by creating helpful and trusted experiences across the product ecosystem. We achieve this by meeting partners and consumers where they are with support and help, representing their needs with our product partners and proposing fixes and features that elevate their engagement with Google's diverse product ecosystem. Additionally we provide a range of product services that ensure our products are optimized for every user, no matter where they are in the world (e.g., localization, digitization, partner integration and more).Responsibilities
- Own the support configuration and systems administration for a set of products through usage of a number of advanced admin tools as well as code-based rules systems.
- Collaborate with product operations support teams to develop and execute product-specific, multi-channel support strategies.
- Investigate and troubleshoot support platform and escalation channel issues.
- Ensure adherence to a high quality experience through building and maintaining high-fidelity implementations.
- Drive improvement to the support systems through new processes, feature advocacy, and documentation.
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