Virtusa
Senior Consultant
Job Description
As a Technical Lead, you would lead the support team from the overall support activities perspective. Also would moderate, answer, and escalate technical support questions from the developer community through Google forums, email, and Googler created internal issues.
Excellent Communication Skills (English Writing & Speaking) - Versant Score of >60
6+ years coding/technical support experience in Java (SOAP/REST APIs),SQL,Unix/Linux
Bachelors/ masters degree in computer science
Sound knowledge of Google GSuite (Gmail & Drive)
should work in 24/5 support model
Good to have knowledge on Google Ad Manager API (or/and) Google Analytics API (or/and) DBM API (or/and) DV360 API (or/and) Content API
Working knowledge of Google Spreadsheets
Good to have knowledge of .NET, Python, Perl, Ruby and PHP
Ability to debug/reproduce user issues in-code, and develop examples to prove functionality or lack thereof
Provide technical support via emails/forums for the specialized Product Areas
Manage and resolve technical support cases with a high degree of technical complexity for Google Ads products
Manage the shift team meetings and review checkpoints as per the process guidelines
Support shift team for any technical and process related issues
Review L1 agents cases and provide suggestions/improvements
Respond to customer-reported issues in a timely manner, per service level agreements.
Communicate progress of resolution/status in a timely fashion, per service level agreements
Manage escalations and expectations, for both customers and internal staff.
Timely and Valid escalations of issues to L2 Team.
Follow established support processes and procedures
Work effectively and manage team queue and bugs with minimal supervisionThorough understanding of the online advertising ecosystem
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