Google is looking to improve customer self-service, increase the efficiency of services delivery, and streamline partner onboarding for its Health and Home products. The company aims to reduce reliance on core engineering teams for day-to-day operations and improvements by developing innovative technical solutions and providing dedicated technical expertise.
Requirements
- Experience in system design or reading code (e.g., Java, C++, Python).
- 3 years of experience working with web technologies (e.g., HTML, CSS, JavaScript, or HTTP).
- Experience architecting and developing software or infrastructure for scalable, distributed systems.
- Experience understanding data and information management as it relates to big data trends and issues within businesses.
- Experience using project management software (e.g., Asana, Trello, or Jira), and with Agile development methodologies.
- Ability to learn and work with emerging technologies, methodologies, and solutions in the AI/ML space.
Responsibilities
- Own the end-to-end design, implementation, and validation signals to power self-service options, automated feature rollouts, and personalized support for users.
- Serve as the technical subject matter expert to minimize reliance on core engineering, and collaborate with them to brainstorm and propose technical solutions that reduce known contact drivers.
- Build and enhance capabilities in support agent tools, implement backend bug fixes, and fast-track API updates for Authorable Workflows (AWFs) to create a seamless help experience.
- Develop and streamline scalable technical processes for onboarding new partners, enabling the expansion of the menu of services and the partner support ecosystem.
- Take technical ownership of the configuration, troubleshooting, and reliability of bug management systems, including Buganizer and Bug Observer setups.
Other
- 3 years of experience troubleshooting technical issues for internal/external partners or customers.
- 1 year of experience in stakeholder management, professional services or technical consulting.
- Ability to manage and deliver large-scale, technical projects and coordinate cross-functional project members, with excellent relationship building, collaboration, and consultation skills.
- The US base salary range for this full-time position is $123,000-$176,000 + bonus + equity + benefits.
- Preferred working location from the following: Boulder, CO, USA; Atlanta, GA, USA.
