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Director Engineering, Customer Engagement Support Platform


Google


Location

Secunderabad | India


Job description

Minimum qualifications:

Preferred qualifications:

About the job

The Customer Engagement Support Platform Cases team provides a consistent customer and agent experience across the Ads and consumer-facing product base. Cases helps Google's agents be an advocate for Google to our customers while helping them solve their problems.

As a Director, you will help the Cases in India team deliver in their mission and product areas, which will evolve over time. The Cases team's mission is to deliver excellent 'high-touch' interactions between support agents and users, globally. Experiences span interactions through phone, chat, and email, bringing efficiency and effectiveness with intelligence, automation, and easy to use tools and services. They deliver solutions that are directly used by cross-functional users internally (e.g., agents, admins, team leads) and customers externally (e.g., Ads, Consumer, YouTube). They solve complex technical challenges across many dimensions ranging from greenfield application development to reinventing legacy systems to meet new emerging needs of our customers. The services and applications under the Director's charge require 24/7 high availability, low latency, and high scalability.

Users come first at Google. Nowhere is this more important than on our Advertising and Commerce team: we believe that ads and commercial information can be highly useful to our users if that information is relevant to what our users wish to find or do. Advertisers worldwide use Google Ads to promote their products publishers use AdSense to serve relevant ads on their website and business around the world use our products (like Google Shopping, and Google Wallet) to support their online businesses and bring users into their offline stores. We are constantly innovating to deliver the most effective advertising and commerce opportunities of tomorrow.

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