About the Company

Google is a global technology company that develops and provides a wide range of products and services, aiming to make the world a better place. The gTech (Google Technical Services) division plays a crucial role in bringing these products to life by providing expert support and technical services to a diverse customer base. gTech Ads specifically focuses on supporting Google’s advertising and publisher products, assisting customers in maximizing their use of these platforms. The team offers a spectrum of services, from enhancing self-help resources and in-product support to direct customer interactions, account setup, campaign implementation, and providing complex technical and measurement solutions with consultative support. They collaborate closely with Sales, Product, and Engineering teams to develop better solutions, tools, and services, ensuring customers achieve the best return on investment and maintaining Google’s position as a trusted partner. gTech emphasizes technical skill, product expertise, and a deep understanding of customer needs to deliver both bespoke and scalable solutions worldwide.

Job Description

This role is for a Product Support Engineer, specifically for university graduates entering the program in 2026. The position involves providing comprehensive support for Google’s AI-driven ad products, with a particular emphasis on Performance Max. The engineer will be responsible for troubleshooting intricate functionalities, developing and implementing automation tools for diagnostics and debugging to improve efficiency, and delivering exceptional customer service. Key aspects of the role include analyzing data to identify root causes of issues, developing action plans for improvement, and collaborating with various internal teams such as Sales, Product, and Engineering to enhance the client journey and resolve complex customer pain points. The position requires strong problem-solving skills, a customer-first mindset, and the ability to translate technical concepts effectively.

Responsibilities

• Apply subject matter expertise in Google’s AI-driven ad products, with a focus on performance max, by understanding intricate functionalities to provide guidance and troubleshooting effectively.
• Develop and implement automation tools for diagnostics and debugging, streamlining processes and enhancing support efficiency, leading to faster resolution times.
• Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues with Google’s advertisers and Sales teams, agencies and partners.
• Analyze data and insights to create action plans to solve issues at the root cause for our customers focusing on knowledge management, operational improvements, account reviews and product adoption.
• Partner with our Sales, Product, Engineering and other cross-functional partner teams (as applicable) to own and continuously improve the journey of all clients across, resolve complex issues and understand customer pain points.

Qualifications

• Bachelor’s degree in Engineering, Computer Science, a related field, or equivalent practical experience.
• Experience with data/SQL and web technologies.
• Ability to work non-standard working hours in line with customer requirements.
• Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
• Experience working in technical product/cloud support/quality engineering/Site Reliability Engineering (SRE).
• Experience using Google Ads or other online advertising solutions and the media/tech landscape.
• Experience in technical troubleshooting or customer support in a tech organization, and customer-facing experience translating technical concepts and solutions to non-technical and executive audiences.
• Experience in solving issues and developing tactical perspectives on customer-focused solutions.
• Excellent customer first and empathetic mindset, and ability to own end-to-end experience and solutions.

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Other Information

Google is an equal opportunity and affirmative action employer committed to building a diverse and inclusive workforce. Accommodations for applicants with disabilities can be requested. Google does not accept unsolicited resumes from recruitment agencies.

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