SA360 Product Support Consultant

1 Day ago • 5 Years + • Product Management • $110,000 PA - $157,000 PA

Job Summary

Job Description

As a SA360 Product Support Consultant, you'll deliver exceptional customer experiences, focusing on issue resolution and high satisfaction for a portfolio of clients. You'll monitor key engagement metrics, identify improvement areas, and collaborate with advertisers, internal teams, agencies, and partners. Responsibilities include troubleshooting technical issues, acting as a primary contact for product inquiries, analyzing data to identify systemic improvements, and executing strategic projects to enhance products, processes, and policies. You will need strong product knowledge, understanding of customer digital marketing objectives, and the ability to work cross-functionally to solve complex problems.
Must have:
  • 5+ years experience in client-facing roles
  • Bachelor's degree or equivalent
  • Excellent communication and problem-solving skills
  • Experience with Google Ads or similar platforms
  • Ability to manage client relationships and expectations
Good to have:
  • Experience in account/campaign management
  • Technical issue resolution expertise
  • Business analysis and data analytics skills
  • Experience with AI and data-driven solutions
Perks:
  • Bonus
  • Equity
  • Benefits

Job Details


Minimum qualifications:

  • Bachelor’s degree or equivalent practical experience.
  • 5 years of experience in a project/program management, consulting, or client facing role.
  • Ability to work flexible, non-standard working hours in line with customer requirements.

Preferred qualifications:

  • Experience in account/campaign management, technical issue resolution, or customer support roles, backed by communication skills and stakeholder management skills.
  • Experience using Google Ads or other online advertising solutions and the media landscape.
  • Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
  • Experience in problem solving to develop perspectives on customer-focused solutions.
  • Ability to work well with people from all backgrounds to solve problems.
  • Ability to own experience and solutions.

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.

As a Product Support Consultant, you will have a product knowledge, understanding of customer’s digital marketing objectives and identify opportunities for enhancing the customer experience. You'll identify systemic issues and work with Google experts across products, engineering, sales and policy to develop scaled solutions leveraging data, analytics and AI. You'll be an advocate of the customer, learn technology including AI, Google Ads products and collaborate cross-functionally with internal and external stakeholders.

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 .

The US base salary range for this full-time position is $110,000-$157,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about .

Responsibilities

  • Own and deliver exceptional customer experiences for a designated portfolio of clients, focusing on resolving issues and ensuring high satisfaction.
  • Monitor and manage key client engagement metrics (e.g., product adoption, issue resolution time, satisfaction scores), identifying and addressing improvement areas.
  • Collaborate with Google advertisers, internal teams (Sales, Product, Engineering, Policy), agencies, and partners to foster strong relationships and solve problems effectively.
  • Apply product expertise to troubleshoot technical customer issues and escalations, acting as a primary point of contact for product inquiries.
  • Analyze data and insights to identify systemic improvement opportunities, owning and executing strategic projects to enhance products, processes, and policies.

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