Virtusa
Android
Job Description
Job Description As a Support Specialist L1 Agent on the team, you would moderate, answer, and escalate technical support questions from the developer community through Google forums, email, and Googler created internal issues.
Minimum Qualifications:
Excellent Communication Skills (English Writing & Speaking) Versant Score of more than 60
3 years coding/technical support experience in below technologies
Android development experience in either Java/Kotlin
Proficient in understanding/debugging code in both Java/Kotlin
Development experience with gradle/maven build tools
Understanding of Android Studio and its troubleshooting tools
Capable of running Android apps through emulators and devices
iOS development experience in either Objective-C/Swift
Proficient in understanding/debugging code in both Objective C/Swift
Development experience with CocoaPods/Swift Package manager dependency managers
Understanding of Xcode IDE and its troubleshooting tools
Capable of running iOS apps through emulators and devices
IMA only HTML5/JavaScript development experience
Preferred
Experience using Charles proxy for debugging network traffic
GMA Only
High level understanding of how mobile engines (e.g. Unity, Flutter, React-native, Unreal) wrap Android/iOS libraries
Proficient in Csharp (for Unity plugin support)
Proficient in Dart (for Flutter plugin support)
IMA Only
Experience serving video on any mobile/web platform
Familiarity with video specs (e.g. VAST/VPAID)
Experience with HLS and DASH video streaming protocols
Experience with Chrome Cast or other connected TV platforms
Nice to have
IMA only Experience with Roku and BrightScript
Preferred Qualifications:
Good to have knowledge on IMA SDK (or/and) Google Mobile Ads SDK
Understanding of the online advertising ecosystem
Key Responsibilities
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
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.
Timely and Valid routes of issues to other Teams.
Coordinate across numerous departments while driving issues to resolution
Follow established support processes and procedures
Work effectively and manage your queue and bugs with minimal supervision
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