Job Description

As a Technical Lead, you would lead the support team from the overall support activities perspective. Also would moderate, answer, and escalate technical support questions from the developer community through Google forums, email, and Googler created internal issues.


Excellent Communication Skills (English Writing & Speaking) - Versant Score of >60


6+ years coding/technical support experience in Java (SOAP/REST APIs),SQL,Unix/Linux


Bachelors/ masters degree in computer science


Sound knowledge of Google GSuite (Gmail & Drive)


should work in 24/5 support model


Good to have knowledge on Google Ad Manager API (or/and) Google Analytics API (or/and) DBM API (or/and) DV360 API (or/and) Content API


Working knowledge of Google Spreadsheets


Good to have knowledge of .NET, Python, Perl, Ruby and PHP


Ability to debug/reproduce user issues in-code, and develop examples to prove functionality or lack thereof


Provide technical support via emails/forums for the specialized Product Areas


Manage and resolve technical support cases with a high degree of technical complexity for Google Ads products


Manage the shift team meetings and review checkpoints as per the process guidelines


Support shift team for any technical and process related issues


Review L1 agents cases and provide suggestions/improvements


Respond to customer-reported issues in a timely manner, per service level agreements.


Communicate progress of resolution/status in a timely fashion, per service level agreements


Manage escalations and expectations, for both customers and internal staff.


Timely and Valid escalations of issues to L2 Team.


Follow established support processes and procedures


Work effectively and manage team queue and bugs with minimal supervisionThorough understanding of the online advertising ecosystem About Virtusa



Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 30,000 people globally that cares about your growth -- one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.



Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.



Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.