Support Platform Specialist
Job Summary
Job Description
The Support Platform Specialist at Google's gUP (Users and Products) will help scale user support and product education initiatives globally. You'll collaborate with support teams to develop and implement innovative solutions, oversee integration of support systems with product support managers and engineering teams, and ensure users receive necessary assistance. Responsibilities include owning support configuration and systems administration, collaborating on multi-channel support strategies, troubleshooting platform issues, maintaining high-quality implementations, and improving support systems through process improvements and documentation. Strong technical skills, project management abilities, and a passion for user experience are essential.
Must have:
- Bachelor's degree in relevant field
- Client-side web tech experience (HTML, CSS, JavaScript, HTTP)
- Coding experience (Java, C/C++, Python)
- Technical troubleshooting and partner management
- Own support configuration and systems administration
- Collaborate on multi-channel support strategies
- Troubleshoot platform issues and maintain high quality
- Drive support system improvements
Good to have:
- Master's degree in relevant field
- Configuration and project management experience
- Cross-functional team experience
7 skills required
Job Details
Minimum qualifications:
- Bachelor’s degree in Engineering, Computer Science, a related field, or equivalent practical experience.
- Experience in working with client-side web technologies (e.g., HTML, CSS, JavaScript, or HTTP).
- Experience in coding with one or more programming languages (e.g., Java, C/C++, Python).
- Experience in technical troubleshooting, and managing internal/external partners or customers.
Preferred qualifications:
- Master’s degree in Engineering, Computer Science, Business, or a related field.
- Experience in configuration management and project management.
- Experience working with a cross-functioning team.
About the job
In this role, you will help Google scale its user support and product education initiatives to our users worldwide. You will partner with the user support teams to develop and implement innovations that support and delight the users. You will also oversee integration of scaled support systems by partnering with product support managers and support engineering teams to ensure that users can get the support they need. You are able to take technical concepts quickly, can successfully lead and manage multiple projects at a time, and have a strong passion for helping the users and driving product usage.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 detailed implementations.
- Drive improvement to the support systems through new processes, feature advocacy, and documentation.
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