Platform Technology Lead, Support Systems

Job Description

As a Platform Technology Lead, you will manage the capabilities of our systems that power the YouTube support experience. You will manage and maintain the overall support ecosystem through technical expertise and consultation for system configuration and administration. This includes managing all things Connect Cases-related, as well as core YouTube help center configurations managed in Connect Composer, social support via Sprinklr, and telephony support via CCAI.

At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we listen, share, and build community through our stories. We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process. Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world. We explore new ideas, solve real problems, and have fun - and we do it all together.

The US base salary range for this full-time position is $85,500-$125,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

Resonsibilities:
• Own the implementation, configuration, maintenance, and technical troubleshooting of YouTube support infrastructure (e.g. Connect Connect Cases).
• Utilize Anchor Tools (e.g. Connect Composer) to build and launch forms, workflows, and messaging that underpins the YouTube Support experience for Creators, Partners, Consumers, and Merchants.
• Execute business as usual (BAU) functions (e.g., issue triage and troubleshooting, monitoring and mitigation of operational issues).
• Partner with business teams to understand and resolve their support infrastructure and configuration needs resulting in a high quality support experience for YouTube users and Partners.
• Partner with vendor manager and vendor teams to identify and document scalable workflows suitable for vendorization. Assist in vendorization by leading training as-needed.

Qualifications:

Minimum qualifications:
• Bachelor's degree or equivalent practical experience.
• 2 years of experience in a technical project management or a customer-facing role.

Preferred qualifications:
• 2 years of experience in a customer-facing role.
• 2 years of experience in technical project management or technical solutions consulting.
• Ability to communicate to both technical and business stakeholders and users.
• Distinctive delivery mindset with the ability to drive to solve complex problems through structured root cause problem solving.
• Bias for efficiency and automation.

Jobcode: Reference SBJ-rj0j90-3-21-162-87-42 in your application.