Product Support Consultant

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.

In this role, you will leverage deep technical expertise in Travel products (like Hotel Center, Action Center and Travel Ads formats) to provide high-quality support and 'own' end-to-end technical solutions for our top advertisers. You will unblock critical revenue by managing escalations and act as thought leaders for systemic change with cross-functional partners. You will be also responsible for liaising with internal/external stakeholders to provide communication on customer issues and trends. You will be also responsible for liaising with internal/external stakeholders to provide communication on customer issues.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.Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

Ireland: €90000 - €92000 (EUR) + 15% bonus target + equity + benefits

Poland: zł248000 - zł254000 (PLN) + 15% bonus target + equity + benefits

Learn more about benefits at Google.

Responsibilities

• Deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues with Google's advertisers and sales teams, agencies and partners.
• Resolve complex technical issues related to Google Hotel Center and Action Center, including data feeds, price accuracy, and inventory ingestion issues.
• Advocate for Large Customer Sales (LCS) travel partners by surfacing systemic product issues to Product and Engineering teams, pushing for critical bug fixes that unblock revenue.
• Analyze data and insights to create action plans to solve issues at the root cause for top customers focusing on knowledge management, operational improvements, account reviews and product adoption.
• Act as a forward-thinking practitioner by integrating AI-powered workflows into the support life-cycle, continuously looking for ways to improve response times and resolution quality for our top advertisers.

Qualifications

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in a technical project management or a customer-facing role.
• Experience with project, program management and working across cross-functional teams.
• Experience using quantitative and qualitative data to generate insights and deliver solutions.
• Experience with Large Language Models (LLMs) and agentic AI tools (e.g., Gemini) to enhance operational efficiency and problem-solving.

Preferred qualifications:

• Master’s degree in Business, Statistics, Economics, or a related field.
• 5 years of experience managing projects and working with analytics, software coding, or customer-side web technologies.
• Strong analytical, written/verbal communication skills.