Customer and Partner Solutions Engineer

In gTech Users and Products (gUP), our mission is to advocate for Google’s users by creating helpful and trusted experiences across the product ecosystem. We achieve this by meeting partners and consumers where they are with support and help, representing their needs with our product partners and proposing fixes and features that elevate their engagement with Google's diverse product ecosystem. Additionally we provide a range of product services that ensure our products are optimized for every user, no matter where they are in the world (e.g., localization, digitization, partner integration, and more). 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.
Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

US: $127000 - $182000 (USD) + 15% bonus target + equity + benefits

Learn more about benefits at Google.

Responsibilities

• Own the Ask Google Help support configuration and agentic workflow integrations for a dedicated set of products.
• Utilize advanced admin tools, code-based rule systems, prompt engineering, and AI configurations to build intelligent support paths.
• Partner closely with product operations and support teams to develop and execute product-specific, multi-channel human and AI support strategies.
• Search, investigate, and troubleshoot AI support features, automated workflows, and human escalation channel issues to ensure high availability and performance.
• Drive ongoing efficiency, scalability, and quality improvements across all support systems and operational tooling.

Minimum qualifications:

• Bachelor’s degree in Engineering, Computer Science, a related field, or equivalent practical experience.
• 3 years of experience coding with one or more programming languages (e.g., Java, C/C++, Python).
• 3 years of experience working with client-side web technologies (e.g., HTML, CSS, JavaScript, or HTTP).
• 3 years of experience in technical troubleshooting, and managing internal/external partners or customers.

Preferred qualifications:

• Master’s degree in Engineering, Computer Science, Business, or a related field.
• Experience in an investigative role such as business intelligence, data analytics, or statistics.
• Experience working with database technologies (e.g., SQL, NoSQL).
• Experience using machine learning and building solutions.
• Experience working with systems (e.g., Linux, Unix).

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Atlanta, GA, USA; Boulder, CO, USA.

In most instances, this position requires in-person interviews as part of the hiring process.