Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues with Google's advertisers and Sales teams, agencies and partners.
Lead the technical investigation, triage, and resolution of complex escalations related to identity management, authentication pipeline failures, and unauthorized access vectors within the Ads ecosystems.
Act as the technical engineer on passwordless authentication rollouts, directly supporting the mandate, troubleshooting, and implementation of Passkey technology (WebAuthn/FIDO2) for enterprise customers.
Develop tools and automation for better diagnostics/data fixes and debugging, either independently or in partnership with Product Engineering teams.
Partner directly with Product Engineering and Trust and Safety teams to identify systemic vulnerabilities in the authentication stack, executing precise bug routing and advocating for infrastructure-level fixes.
Minimum qualifications:
Bachelor’s degree or equivalent practical experience.
3 years of experience troubleshooting technical issues for internal/external partners or customers.
Experience in either system design or reading code (e.g., Java, C++, Python).
Preferred qualifications:
Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
5 years of experience managing projects and working with analytics, software coding, or customer-side web technologies.
5 years of experience in operations management (i.e., process improvement, operational reviews, optimizing workflows, etc.).
5 years of experience working with Unix or Linux operating systems/commands.
5 years of experience with data analysis and SQL/MySQL.
5 years of experience in a customer-facing role.
