Tech Process Senior Associate - Payments

About the role

Google Operations Center supports Google users and customers by resolving issues and helping them reach their goals in a culture built around continuous improvement and teamwork. In this position, you will focus on payment-related system issues for monetized Google products and help keep payment services running reliably.

You will work closely with operations, engineering, and finance teams to give timely support for incoming requests, service disruption alerts, and post-launch concerns. The goal is to restore service quickly, strengthen payment system reliability, and reduce recurring issues.

What you'll do

• Track, investigate, and troubleshoot issues raised by payment partners.
• Use established workflows and playbooks to resolve partner concerns.
• Apply debugging tools to identify root causes and independently triage issues.
• Communicate clearly with several cross-functional teams.
• Serve as the contact point for partner discussions around post-launch problems.
• Keep the case management system current and accurately log progress.
• Recognize when a case needs escalation and hand it off to the appropriate support tier.
• Create new documentation and help review, maintain, and update existing process material.
• Look for ways to improve processes and make operations more efficient.

Requirements

• 2 to 4 years of total work experience.
• BA/BS degree in a technical field, or equivalent hands-on experience.
• Basic understanding of SQL, JavaScript, a programming language, and preferably JSON.
• Working familiarity with Linux operating systems.
• Strong ability in analysis, troubleshooting, and problem solving.
• Skill in turning technical information into simple support content.
• Good communication and collaboration abilities.
• Willingness to work rotating 24x7 shifts, including weekends and holidays.

Preferred background

• Experience in technical support with exposure to bug and ticket triage, prioritization, and escalation.
• Previous work in the payments or finance/accounting industry.
• Experience working proactively with diverse teams and multiple stakeholders.

Benefits

• Competitive pay along with comprehensive medical, dental, and vision coverage.
• Family support benefits, including gender-neutral baby bonding leave, 26 weeks of birth-parent maternity leave, and strong life, accident, and disability insurance coverage.
• Onsite employees can receive free meals, snacks, and engaging onsite experiences.

Additional information

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Google Operations Center is an equal opportunity employer and considers applicants without regard to race, creed, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other legally protected characteristics. Qualified applicants with criminal histories are also considered in line with legal requirements.

If you need assistance or special arrangements for the interview process, include that in your application and confirm it with your recruiter.

Recruitment agencies should not send resumes to GOC job aliases, employees, or other locations, as unsolicited resumes are not subject to agency fees.

If you are shortlisted, the recruitment team will contact you. If you do not hear back within 2 to 3 weeks, the application should be considered unsuccessful. For any questions, you may contact goc-candidate-global@googleoperationscenter.com.