Tech Solutions Specialist III

Synergis IT

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Title: Technical Solutions Specialist

Duration: 12 months

Location: Mountain View, CA

 

Position Description

·      Understand Android technologies (i.e. API, SDK, Java, Relevant hardware) and Android permission model

·      Technical understanding of how Android apps work. (e.g., how Android permissions work, what a headless app means, what a default handler means, etc)

·      Manage Policies requests from cross-functionally by providing guidance for high visibility escalations, gray area cases, inquiries, and singular scenarios that might require exceptional handling.

·      Conduct trend analysis on past requests to understand any gaps in policy coverage and/or processes and help identify opportunities for improvement to reduce repeated requests/increase efficiencies.

·      Create and refine processes, systems and tools, and help expand our support and awareness of emerging product and policy escalations/issues as these come our way; maintain and improve the policy consultation team’s coverage and knowledge of policies and processes. 

·      Lead deep-dive and root cause analyses to identify operational gaps and work with Process Excellence, Engineering, Product and Tools to optimize our workflows.

 

Skill/Experience/Education

·      BA/BS degree Computer Science and/ or equivalent practical experience

·      5-8 years of experience in Android app development, app reviews, content moderation, policy enforcement, customer/developer support or policy creation

·      Experience in operations management, contact center operations or project management

·      Technical understanding of how Android apps work. (e.g., how Android permissions work, what a headless app means, what a default handler means, etc.)

·      Data analysis and problem solving experience

·      Experience executing test plans and test cases and organizing output into clear concise reports

·      Can capture data, import to spreadsheet, and pivot data for ad-hoc manual and automated reports

·      Ability to learn new tools and technologies

·      Excellent verbal and written communication skills to share work status regularly, report issues as necessary, summarize complex issues

·      Ability to manage, prioritize and deliver on conflicting priorities

·      Attention to details with excellent follow-up, high moral standards and great team player

·      Expectation of complete confidentiality.

·      Strong interpersonal and communication skills, with a proven ability to work successfully in cross-functional teams, including with senior stakeholders and executives

·      Ability to function well in high-pressure situations and smoothly take the lead if necessary

·      Experience/knowledge in data analysis, complex problem solving, efficient execution

·      Proficiency in simplifying and presenting complex concepts to senior stakeholders

·      Experience in content moderation, DevOps, policy enforcement, or policy creation

·      Understanding of international and geopolitical events and how they may impact a global company and experience managing and building high-volume outsourced operations

·      Experience with tradefed and Android CTS/GTS test suites execution and test fail evaluation. 

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