Job Description
Product Support Solutions Consultant Location:
Boulder, CO 80301 (Hybrid)
Duration:
08 months About the Role Google is looking for a highly motivated Product Support Manager - Android Platforms to join the gUP organization and help deliver exceptional support experiences for Android users at scale. In this role, you will partner closely with Product Management, Engineering, UX Research, Legal, Analytics, and Operations teams to support product launches, improve user experiences, and drive operational excellence across support channels. You will act as a key bridge between users and internal teams by translating user feedback into actionable insights that improve products, support experiences, and operational processes. This role is ideal for someone who thrives in fast-paced environments, enjoys solving complex operational challenges, and has a strong passion for improving user experiences through data-driven decision-making. What You ll Do Product Launch & Support Readiness Lead support readiness activities for new Android platform launches across Help Center, Community, Social, and In-Product Feedback channels. Partner with Product Managers, Engineers, UX Researchers, and Legal teams to understand launch timelines, product changes, and support impacts. Coordinate with cross-functional teams including Content, Tools, and Analytics to ensure successful launch execution. Monitor post-launch performance and identify, track, and escalate product issues and bugs. User Insights & Experience Improvement Analyze user feedback from multiple channels including support tickets, in-product feedback, and social forums. Identify recurring user issues, trends, and product gaps, and collaborate with internal teams to drive resolution. Transform user insights into actionable recommendations that improve customer experience and product quality. Advocate for enhancements that reduce user friction and improve self-service experiences. Metrics & Operational Reporting Gather, analyze, and report support and operational metrics on a recurring basis. Investigate performance anomalies and identify root causes to drive operational improvements. Utilize analytics tools and AI-driven insights to support data-informed decision-making. Escalation Management Investigate and resolve complex user escalations with urgency and professionalism. Track escalation trends and proactively identify opportunities to improve support processes and documentation. Use customer insights to enhance Help Center content and support resources. What We re Looking For Experience in Product Support, Technical Support Operations, User Support, or related operational roles within technology organizations. Strong cross-functional collaboration and stakeholder management skills. Ability to analyze user feedback and operational data to drive meaningful improvements. Excellent written, verbal, and presentation communication skills. Strong problem-solving mindset with the ability to manage multiple priorities. Comfortable working independently while collaborating effectively within global teams. Quick learner with the ability to adapt to evolving tools, systems, and processes. Preferred Qualifications Prior experience working at Google is highly preferred. Experience supporting Android, mobile platform, or consumer technology products. Familiarity with analytics tools, dashboards, and AI-enabled workflows. Experience with launch management, escalation handling, and support operations. Why Join This is an exciting opportunity to work at the intersection of product operations, user experience, and support strategy within one of the world s leading technology organizations. You ll have the opportunity to influence product improvements, collaborate with cross-functional teams, and help shape scalable support experiences for millions of users globally.
