Application Support Engineer

3 weeks ago


Manila, Philippines Neksjob Philippines Full time

Manila

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 theyre 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
Minimum 2 year(s) of experience is required
Portuguese- with Android skills


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