Senior Technical Support Specialist

5 days ago

Hyderabad Secunderabad Telangana, India beBeeTechnical Full time

Job Overview

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  • This is a unique opportunity to work with our team as a technical support specialist. You will moderate, answer and escalate technical support questions from the developer community through Google forums, email, and internal issues created by Googlers.
  • To succeed in this role, you will need to have excellent communication skills and be proficient in understanding and debugging code in both Java/Kotlin and Objective C/Swift.
  • You will also need to have experience using Charles proxy for debugging network traffic and a high level understanding of how mobile engines wrap Android/iOS libraries.
  • In addition, you will need to be able to debug/reproduce user issues in-code, develop examples to prove functionality or lack thereof and provide technical support via emails/forums for specialized product areas.

Key Responsibilities

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  • 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.

Requirements

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  • A minimum of 5 years coding/technical support experience in below technologies:
  • Android development experience in either Java/Kotlin.
  • iOS development experience in either Objective-C/Swift.
  • Development experience with gradle/maven build tools.
  • Understanding of Android Studio and its troubleshooting tools.
  • Capable of running Android apps through emulators and devices.
  • 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).
  • Familiarity with video specs (e.g. VAST/VPAID).
  • Experience with HLS and DASH video streaming protocols.
  • Good knowledge on IMA SDK (or/and) Google Mobile Ads SDK.

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