Customer Solutions Engineer III

About the Job

Technical Delivery serves as the scale delivery engine powering gUP. The team advocates for users by creating secure experiences and delivering actionable insights to improve products. Using our functional experience, Technical Delivery supports over 80 products and billions of users. Additionally, Technical Delivery designs tool solutions for critical launches and advances next-generation support UX.

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.

Responsibilities

• Collaborate with product and cross-functional teams to transform static workflow designs into dynamic, interactive workflows that efficiently resolve issues for millions of users, empowering both customers and support agents.
• Provide guidance on technical and architectural aspects of workflows to different stakeholders from the conceptual phase to delivery, partnering with product engineering teams to accelerate API development and retrofits to increase workflow throughput.
• Ensure high-quality output to customers all while keeping business stakeholders and leadership informed of statuses, risks, and issues.
• Contribute and improve best practices around authoring workflows to increase authoring efficiency, reusability and optimizing maintenance and delivery of the workflows.
• Help the team to optimize live workflow solutions to maximize business impact and the user experience.
  

Qualifications

Minimum qualifications:

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

Preferred qualifications:

• Master’s degree in Engineering, Computer Science, Business, or a related field.
  
• 3 years of experience in databases, data analysis, and scripting using SQL/MySQL.
• 3 years of experience in application or system development.
• Experience working with systems (e.g., Linux, Unix, Windows).
  
• Excellent problem-solving approach and strong investigative skills.
• Excellent communication, project management, and leadership skills, with experience managing multiple stakeholders and workstreams.

Additional Information