Product Support Consultant

Role overview

This position sits within gTech Ads Customer Experience, a team focused on helping advertisers and sales partners get the most value from Google’s advertising products. The role combines product expertise, customer support, troubleshooting, and solution ownership. You will work with internal and external stakeholders to resolve issues, improve customer experience, and contribute to product and process enhancements.

Preferred working location

Applicants may indicate a preferred base from either Gurugram, Haryana, India or Hyderabad, Telangana, India.

Minimum qualifications

• A bachelor’s degree or an equivalent level of practical experience.
• At least 5 years of experience in project management, program management, consulting, or a customer-facing role.
• Willingness to work outside standard hours based on customer needs.
• Fluent English communication skills to support customers and stakeholders across the region.

Preferred qualifications

• Hands-on experience with Google Ads or other digital advertising platforms, along with knowledge of the media ecosystem.
• Background in technical troubleshooting or customer support, with the ability to take ownership of issues and outcomes.
• Experience working with business data, building dashboards, drawing insights, and making recommendations.
• Experience influencing and coordinating with stakeholders.
• Ability to build a well-rounded view of customer-centric solutions, paired with strong problem-solving ability.
• Strong communication and stakeholder management skills in a collaborative environment.

What you’ll do

• Deliver high-quality support across the customer lifecycle by investigating and resolving issues for advertisers, sales teams, agencies, and partners.
• Use product knowledge to troubleshoot technical problems, handle escalations, and drive strategic initiatives.
• Review data and insights to create corrective plans that address root causes for major customers, including knowledge management, operational improvements, account reviews, and product adoption.
• Work closely with Sales and other cross-functional teams to improve the end-to-end customer experience, resolve complex problems, and understand pain points.
• Contribute learnings and subject-matter guidance to partner teams to help improve products and internal processes, while supporting a distributed global team.

Equal opportunity statement

The employer states that it is an equal opportunity workplace and an affirmative action employer. Hiring decisions are made without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. Qualified applicants are also considered regardless of criminal history, in line with legal requirements. Accommodation requests for applicants with disabilities or special needs can be made through the employer’s accommodation process.