Product Solutions Engineer, Health and Home

Google LLC • Boulder, CO

51d • $123,000 - $176,000

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). We are seeking a Product Solutions Engineer (PSE) to join our Platforms and Devices - Health and Home team. As a Product Solutions Engineer, you will work at the intersection of technical implementation and customer support strategy, developing innovative solutions to improve customer self-service, services delivery efficiency and streamline partner onboarding. Your responsibilities will involve designing and implementing critical signals for our support platforms, building tools, automating processes, and providing technical ownership over key support infrastructure to proactively address the root causes of support contacts. This role combines technical expertise with an understanding of customer support needs, directly impacting how users experience Google's Health and Home products. You will serve as a dedicated technical consultant and subject matter expert, reducing the reliance on core engineering teams for day-to-day operations and improvements. The role requires excellent problem-solving skills and the ability to leverage data to drive decisions. You will be responsible for the end-to-end design of solutions, collaborating with engineering on technical proposals, and fast-tracking API updates required for our support platforms. 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, or a related field or equivalent practical experience.
• 3 years of experience troubleshooting technical issues for internal/external partners or customers.
• 1 year of experience in stakeholder management, professional services or technical consulting.
• Experience in system design or reading code (e.g., Java, C++, Python).

Nice To Haves

• 3 years of experience working with web technologies (e.g., HTML, CSS, JavaScript, or HTTP).
• Experience architecting and developing software or infrastructure for scalable, distributed systems.
• Experience understanding data and information management as it relates to big data trends and issues within businesses.
• Experience using project management software (e.g., Asana, Trello, or Jira), and with Agile development methodologies.
• Ability to learn and work with emerging technologies, methodologies, and solutions in the AI/ML space.
• Ability to manage and deliver large-scale, technical projects and coordinate cross-functional project members, with excellent relationship building, collaboration, and consultation skills.

Responsibilities

• Own the end-to-end design, implementation, and validation signals to power self-service options, automated feature rollouts, and personalized support for users.
• Serve as the technical subject matter expert to minimize reliance on core engineering, and collaborate with them to brainstorm and propose technical solutions that reduce known contact drivers.
• Build and enhance capabilities in support agent tools, implement backend bug fixes, and fast-track API updates for Authorable Workflows (AWFs) to create a seamless help experience.
• Develop and streamline scalable technical processes for onboarding new partners, enabling the expansion of the menu of services and the partner support ecosystem.
• Take technical ownership of the configuration, troubleshooting, and reliability of bug management systems, including Buganizer and Bug Observer setups.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Web Search Portals, Libraries, Archives, and Other Information Services
• Number of Employees: 5,001-10,000 employees