About the job

In gTech Users and Products (gUP), our mission is to advocate for Google’s users by creating helpful and trusted experiences across the product ecosystem. We achieve this by meeting partners and consumers where they are with support and help, representing their needs with our product partners and proposing fixes and features that elevate their engagement with Google's diverse product ecosystem. Additionally we provide a range of product services that ensure our products are optimized for every user, no matter where they are in the world (e.g., localization, digitization, partner integration, and more).

Authorable Workflows are a pivotal element supporting one of gTech's goals for NextGen User Care incorporating AI. Joining this exciting space provides greater growth and development opportunities through exposure to key business areas. This includes influencing product support strategy to improve users' ability to self-resolve issues simply, efficiently automating case handling, and setting the bar high for customer care at Google.

As a Solutions Engineer on the gUP Technology Delivery Solutions team, you will contribute to this initiative by collaborating with cross-functional partners across Engineering, Product, and Design to compose, deploy, and test automated workflows, unblock API integrations, and architect in-house tooling and reporting systems.

Responsibilities

• Deliver personalized AI experiences for our customers and users in our Help Center and in-product Help.
• Collaborate with product and cross-functional teams to transform static designs into dynamic, interactive workflows that efficiently resolve issues for millions of users, empowering both customers and support agents.
• Lead workflow architecture from concept to delivery. Remove technical blockers and partner with product engineering to accelerate API development and optimize throughput.
• Ensure high-quality output to customers all while keeping business stakeholders and leadership informed of statuses, risks, and issues.
• Develop a deep comprehension of gTech's internal tools portfolio and play an active role in advocating for bug fixes and platform enhancements, working closely with the product engineering team to test recently released features and help temporary, vendor, and contractor workflow authors on-board and implement these features in new workflows.