Configuration and Admin Specialist, gTech Users and Products

Google•Boulder, CO

About The Position

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). Within gTech Users and Products (gUP), the Configurations and Administration team designs, builds, and maintains technical configurations in internal support tools to enable scaled and high touch support channels for Google's products. As a Configuration and Admin Specialist, you’ll help Google scale its user support and product education initiatives to our users worldwide with the help of AI and other advanced technologies. You will partner with our user support teams to develop and implement technical innovations that support and delight our users. You will also oversee the integration of our scaled support systems by partnering closely with product support managers and support engineering teams to ensure that users can get the support they need. You're able to grasp technical concepts quickly, can successfully lead and manage multiple projects at a time, and have a strong passion for helping our users and driving product usage. 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 video .

Requirements

Bachelor’s degree in Engineering, Computer Science, a related field, or equivalent practical experience.
Experience coding with one or more programming languages (e.g., Java, C/C++, Python).
Experience working with client-side web technologies (e.g., HTML, CSS, JavaScript, or HTTP).
Experience in technical troubleshooting, and managing internal/external partners or customers.

Nice To Haves

Master’s degree in Engineering, Computer Science, Business, or a related field.
2 years of experience working with database technologies (e.g., SQL, NoSQL).
Experience integrating AI systems.
Ability to influence cross-functional stakeholders with excellent communication and collaboration skills.
Ability to communicate technical concepts to various audiences.

Responsibilities

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 improvements to the support systems through new processes, feature advocacy, and documentation.