Virtusa
Android iOs
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 Greater than 60
3 years coding or technical support experience in below technologies
Minimum
Android development experience in either Java or Kotlin
Proficient in understanding or debugging code in both Java or Kotlin
Development experience with gradlem aven 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 eg Unity Flutter React native Unreal wrap Android iOS libraries
Proficient in C 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 eg 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
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