Job Description

As a Technical Support Agent, you would analyse, answer, and escalate technical support questions on Google Advertising eco system from the developer community through Google forums, email, and Googler created internal issues




Minimum Qualification


Excellent Communication Skills (English Writing & Speaking)


4+ years Coding/Technical support/QA Automation with experience in Java (SOAP/REST APIs),SQL, Unix/Linux


Strong understanding of front-end technologies


Strong Technical Support experience via Email / Chat channels




Preferred Qualifications


Thorough understanding of the online advertising ecosystem




Required Skills


Core Java


REST API


Debugging/troubleshooting skills


Basic Database knowledge & SQL


Basic Linux knowledge


Oauth2.0(added Advantage)


HTML & CSS & other front-end technologies


Good communication and written skills


Javascript / XML


In-depth understanding of web-tech engineering, HTTP request response


Troubleshooting experience via web proxy tools (e.g. Charles) and / or debugger tools


Reproduce & identify root cause for 3rd party properties (web & apps) without access to their server or codebase (using tools like debugger, HAR etc.)




Nice To have Skills


Google IMA (Interactive Media Ads) & GMA (Google Mobile Ads) SDKs


Troubleshooting experience in Mobile (Android / iOS) and/or Video environments




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 & chat 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


Timely and Valid escalations of issues to L2 Team.


Work effectively and manage team queue and bugs with minimal supervision


Provide an exceptional technical support experience to Google partners through strong communication skills via the ticketing system. (English writing & speaking)


Customer-centric mindset with a commitment to going the extra mile to achieve the highest level of customer satisfaction.

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 27,000 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.