Product Support Consultant, Search, gTech Ads Customer Support

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 5 years of experience in a project/program management, consulting, or client-facing role.
• Ability to work flexible, non-standard working hours in line with customer requirements.
  

Preferred qualifications:

• Experience in account/campaign management roles, technical troubleshooting or customer support.
• Experience in business analysis to conduct analytics, develop dashboards and make recommendations.
• Experience in developing strategic perspectives on customer-focused solutions.
• Experience in managing and influencing stakeholders.
• Knowledge using Google Ads or online advertising solutions and the media landscape.
• Excellent communication skills and ability to work with people to solve problems.

About the job:

gTech Ads is responsible for all support and media and technical services for customers big and small across our entire Ad products stack. We help our customers get the most out of our Ad and Publisher products and guide them when they need help. We provide a range of services from enabling better self help and in-product support, to providing better support through interactions, setting up accounts and implementing ad campaigns, and providing media solutions for customers business and marketing needs and providing complex technical and measurement solutions along with consultative support for our large customers. These solutions range from bespoke and customized ones for our customers to scalable support for millions of customers worldwide. Based on the evolving needs of our ads customers, we partner with Sales, Product and Engineering teams within Google to develop better solutions, tools, and services to improve our products and enhance our client experience. As a cross-functional and global team, we ensure our customers get the best return on investment with Google and we remain a trusted partner.

As a Product Support Consultant, you will have a product knowledge, understanding of customer’s digital marketing objectives and identify opportunities for enhancing the customer experience. You will identify systemic issues and work with Google experts across products, engineering, sales and policy to develop scaled solutions leveraging data, analytics and Artificial Intelligence (AI). You will be an advocate of the customer, learn technology including AI, Google Ads products and collaborate cross-functionally with internal and external stakeholders.

Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.

To learn more about gTech, check out our video.

The US base salary range for this full-time position is $110,000-$157,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

Responsibilities:

• Own and deliver exceptional customer experiences for a designated portfolio of clients, resolve issues and ensure high satisfaction.
• Monitor and manage key client engagement metrics (e.g., product adoption, issue resolution time, satisfaction scores), identify improvement areas and drive remediation.
• Collaborate with Google advertisers, internal teams (Sales, Product, Engineering, Policy), agencies and partners to foster strong relationships and solve problems effectively.
• Apply product expertise to troubleshoot technical customer issues and escalations, acting as the primary point of contact for product inquiries.
• Analyze data and insights to identify systemic improvement opportunities, then own and execute strategic projects to enhance products, processes and policies.