Technical Support Engineer - Java & Production Support

Key Responsibilities : - Lead and mentor a team of support engineers, ensuring timely and effective resolution of technical issues. - Oversee all technical support activities, moderating and answering complex technical questions from the developer community via email, forums, and internal issues. - Manage production support for Google Ads products (Google Ad Manager, Google Analytics, DV360, etc.) in a 24x7 shift environment. - Debug and reproduce user issues in the code, providing concrete examples to prove functionality or identify gaps. - Handle technical support cases with high complexity, ensuring thorough investigation and resolution. - Collaborate with internal teams to manage escalations and customer expectations. - Support and guide L1 agents by reviewing their cases, providing suggestions for improvements, and ensuring they meet service-level agreements. - Communicate the status and progress of issue resolutions in a timely and clear manner. - Participate in shift team meetings and review checkpoints, aligning with process guidelines and continuously improving team performance. - Drive issue escalations and manage troubleshooting for critical problems, escalating to L2 teams when necessary. - Contribute to process improvements, ensuring best practices are followed within the team. Minimum Qualifications : - 6 years of overall technical experience, with 4 years of hands-on Java experience (SOAP/REST APIs), SQL, and Unix/Linux. - 2 years of experience in a leadership role (Technical Lead or similar). - Excellent verbal and written communication skills in English, with a Versant score of 60. - A Bachelor's or Master's degree in Computer Science or related field. - Strong knowledge of Google GSuite (Gmail, Drive, etc.) and familiarity with Google Ads products. - Ability to manage production support activities in a 24x7 shift model. Preferred Qualifications : - Experience with Google Ads APIs (Google Ad Manager API, Google Analytics API, DV360 API, etc.) is a strong plus. - Familiarity with Google Spreadsheets and other Google Workspace tools. - Knowledge of other programming languages like .NET, Python, Perl, Ruby, or PHP is beneficial. - A deep understanding of the online advertising ecosystem. - Previous experience working with large-scale, high-traffic systems and production support models. (ref:hirist.tech)

Location: hyderabad, IN

Posted Date: 11/28/2024