Application Support Engineer

Job Description

Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.

As a Policy Experience Support Agent, you will be responsible for providing high-touch support characterized by positive, seamless and empowering policy experience for Play developers through outbound/inbound email and proactive phone/GVC support You will work closely with partners to understand their needs and ensure that their apps comply with the latest Google Play policies You will also be responsible for investigating and resolving Play policy violations and issues This scope covers Priority Experience support for Top 100 partners Key Responsibilities Investigate and resolve policy violations Stay up-to-date on Google Play policies and best practices Maintain reactive and proactive communications with developers to fix any policy complications they're experiencing with their apps Maintain a schedule of consistent follow-ups based on a mix of canned responses and white-glove treatment, ensure adequate product outreach tracking and reporting to project owners Provide high-quality support to Google Play developers and publishers and work with other teams within Google Play to improve the overall developer experience Identify and surface key developer trends and make operational and process efficiency change recommendations to Google Review developer codes as needed and provide clear feedback and technical support based on technical guides to developers on how to improve their app implementation Raise technical bugs about the developer platform directly to the internal DevOps team In addition to the duties of Policy Experience Support Agent I: Serve as an escalation path for Support Agent I and resolve escalations Specialize in and provide full coverage on at least one functional sub-workflow eg quality assurance, maintaining canned responses help center, training new joiners, etc and ensure continuous optimization and process improvements in this area Update internal playbook to further improve process documentation

• Qualifications

Native or Fluent Portuguese Proficiency Level

• Minimum 2 year(s) of experience is required

• Work Set-up

Hybrid

Job Type: Full-time

Schedule:

• Day shift

Flextime

• Shift system

Experience:

• Application Support Engineer: 2 years (Required)

Language:

* Portuguese (Required)