Job Description

As a Support Specialist L1 Agent on the team, you would moderate, answer, and escalate technical support questions from the developer community through Google forums, email, and Googler created internal issues.


Minimum Qualifications:




Excellent Communication Skills (English Writing & Speaking) Versant Score of more than 60




3 years coding/technical support experience in below technologies




Android development experience in either Java/Kotlin


Proficient in understanding/debugging code in both Java/Kotlin


Development experience with gradle/maven build tools


Understanding of Android Studio and its troubleshooting tools


Capable of running Android apps through emulators and devices


iOS development experience in either Objective-C/Swift


Proficient in understanding/debugging code in both Objective C/Swift


Development experience with CocoaPods/Swift Package manager dependency managers


Understanding of Xcode IDE and its troubleshooting tools


Capable of running iOS apps through emulators and devices


IMA only HTML5/JavaScript development experience


Preferred


Experience using Charles proxy for debugging network traffic


GMA Only


High level understanding of how mobile engines (e.g. Unity, Flutter, React-native, Unreal) wrap Android/iOS libraries


Proficient in Csharp (for Unity plugin support)


Proficient in Dart (for Flutter plugin support)


IMA Only


Experience serving video on any mobile/web platform


Familiarity with video specs (e.g. VAST/VPAID)


Experience with HLS and DASH video streaming protocols


Experience with Chrome Cast or other connected TV platforms


Nice to have


IMA only Experience with Roku and BrightScript




Preferred Qualifications:


Good to have knowledge on IMA SDK (or/and) Google Mobile Ads SDK


Understanding of the online advertising ecosystem




Key Responsibilities


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


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.


Timely and Valid routes of issues to other Teams.


Coordinate across numerous departments while driving issues to resolution


Follow established support processes and procedures


Work effectively and manage your queue and bugs with minimal supervision

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.