Join Us!
Join us at the Google Operations Center for the opportunity to help Google users tackle their problems and accomplish their goals, all while working in a dynamic and diverse environment.
As the
Application Support Analyst, you will be responsible for supporting our partners on the payment processing and facilitation on monetized Google products.
The Application Support Analyst collaborates closely with operations, engineering, and finance groups to create or document technical solutions and resolve partner issues through technical troubleshooting.
Position Responsibilities
- Perform necessary configuration and coding to enable and test new payment services
- Monitor and troubleshoot partner integrations issues
- Follow documented process flows and playbooks to resolve partner issues
- Utilize debugging tools to determine root cause, fix or triage partner issues autonomously
- Track and project manage multiple projects simultaneously for partners autonomously
- Communicate with multiple cross-functional teams in a clear and effective manner
- Act as a point of contact to discuss post-launch issues with partners
- Accurately maintain case management system and record status of work
- Identify when cases require escalation, and engage with higher support tiers to hand off cases
- Document new processes and help validate, maintain and update documentation
- Identify opportunities for process improvements
Minimum qualifications:
- BA/BS degree in a technical discipline or equivalent practical experience, Degree in computer science preferred.
- Working knowledge of SQL and Linux operating systems
- Experience building a web application
- Strong analytical, troubleshooting, and problem-solving skills
- Ability to translate highly technical documents into easily understandable support content
- Strong communication, and collaboration skills
- Experience working collaboratively and proactively in a diverse team environment, involving multiple stakeholders
- Amenable to work in US shift schedule
Preferred qualifications:
- Experience and familiarity with Internet technologies such as HTTP, JavaScript, HTML, AJAX, cookies and XML
- Experience with regular expressions
- Prior tech support experience with exposure in triaging, prioritizing and escalating bugs and tickets
- Prior experience working in payment and finance/accounting industry
Benefits
- We support you with competitive wages and comprehensive health care including medical and dental coverage
- We support your family with gender-neutral baby bonding leave, 18 week birth-parent maternity leave, and generous life, accident and disability insurance minimums
- We support your teams with free daily lunch, fully stocked micro-kitchens, and culture clubs and employee resource groups that let you share what you care about
At Google Operations Center, we don't just accept differences, we celebrate them. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.
