Technical Support Engineer

3 weeks ago

Hyderabad, India IBST LABS Full time

Key Responsibilities :


- Lead and mentor a team of support engineers, ensuring timely and effective resolution of technical issues.


- Oversee all technical support activities, moderating and answering complex technical questions from the developer community via email, forums, and internal issues.


- Manage production support for Google Ads products (Google Ad Manager, Google Analytics, DV360, etc.) in a 24x7 shift environment.


- Debug and reproduce user issues in the code, providing concrete examples to prove functionality or identify gaps.


- Handle technical support cases with high complexity, ensuring thorough investigation and resolution.


- Collaborate with internal teams to manage escalations and customer expectations.


- Support and guide L1 agents by reviewing their cases, providing suggestions for improvements, and ensuring they meet service-level agreements.


- Communicate the status and progress of issue resolutions in a timely and clear manner.


- Participate in shift team meetings and review checkpoints, aligning with process guidelines and continuously improving team performance.


- Drive issue escalations and manage troubleshooting for critical problems, escalating to L2 teams when necessary.


- Contribute to process improvements, ensuring best practices are followed within the team.


Minimum Qualifications :


- 6+ years of overall technical experience, with 4+ years of hands-on Java experience (SOAP/REST APIs), SQL, and Unix/Linux.


- 2+ years of experience in a leadership role (Technical Lead or similar).


- Excellent verbal and written communication skills in English, with a Versant score of 60+.


- A Bachelor's or Master's degree in Computer Science or related field.


- Strong knowledge of Google GSuite (Gmail, Drive, etc.) and familiarity with Google Ads products.


- Ability to manage production support activities in a 24x7 shift model.


Preferred Qualifications :


- Experience with Google Ads APIs (Google Ad Manager API, Google Analytics API, DV360 API, etc.) is a strong plus.


- Familiarity with Google Spreadsheets and other Google Workspace tools.


- Knowledge of other programming languages like .NET, Python, Perl, Ruby, or PHP is beneficial.


- A deep understanding of the online advertising ecosystem.


- Previous experience working with large-scale, high-traffic systems and production support models.

(ref:hirist.tech)

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