Support Platform Specialist
Job Summary
Job Description
This Support Platform Specialist role at Google's gUP (gTech Users and Products) involves scaling user support and product education initiatives globally. You'll partner with support teams to develop and implement innovative solutions, overseeing the integration of scaled support systems. Collaboration with product support managers and engineering teams is crucial to ensure users receive necessary support. Key responsibilities include owning support configuration and systems administration, developing multi-channel support strategies, troubleshooting platform issues, ensuring high-quality user experiences, and driving improvements through new processes and documentation. Strong technical skills, project management abilities, and a passion for user support are essential.
Must have:
- Bachelor's degree in related field or equivalent experience
- Client-side web tech experience (HTML, CSS, JavaScript, HTTP)
- Coding experience (Java, C/C++, Python)
- Technical troubleshooting and partner/customer management
- Support configuration and system administration
- Developing multi-channel support strategies
Good to have:
- Master's degree in related 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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About The Company
A problem isn't truly solved until it's solved for all. Googlers build products that help create opportunities for everyone, whether down the street or across the globe. Bring your insight, imagination and a healthy disregard for the impossible. Bring everything that makes you unique. Together, we can build for everyone.
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