Senior Lead Software Engineer DCS
7 days ago
As a Technical Lead, you will be responsible for leading the support team from an overall support activities perspective. You will moderate, answer, and escalate technical support questions from the developer community through Google forums, email, and internal issues.
Key Responsibilities:- Lead the support team and manage technical support cases with high complexity for Google Ads products
- Manage shift team meetings and review checkpoints as per process guidelines
- Support shift team for technical and process-related issues
- Review L1 agent cases and provide suggestions for improvement
- 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
- 6+ years of coding/technical support experience in Java (SOAP/REST APIs), SQL, Unix/Linux
- Bachelor's or Master's degree in Computer Science
- Excellent communication skills (English writing and speaking) - Versant score of > 60
- Sound knowledge of Google GSuite (Gmail and Drive)
- Good to have knowledge of Google Ad Manager API, Google Analytics API, DBM API, DV360 API, Content API, and Google Spreadsheets
- Ability to debug/reproduce user issues in-code and develop examples to prove functionality or lack thereof
- Knowledge of.NET, Python, Perl, Ruby, and PHP
This role requires a thorough understanding of the online advertising ecosystem and the ability to work effectively with minimal supervision. If you are a motivated and experienced technical lead looking for a new challenge, please apply for this role.
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