Role Summary We are looking for a Google Workspace Support Engineer to diagnose and resolve customer issues across Google Workspace core services, ensuring high service quality, SLA compliance, and excellent customer experience. Key Responsibilities Troubleshoot and resolve Google Workspace issues, including performance and service disruptions Manage and prioritize support tickets and incidents within SLAs Communicate clearly with customers, providing timely updates and resolutions Create and maintain documentation, runbooks, and knowledge base articles Guide users on best-practice configuration and usage of Google Workspace services Perform remote troubleshooting and basic OS/device support (Windows, macOS, Linux, Chrome OS) Implement Google Workspace customizations and extensions as required Monitor support channels, triage cases, and escalate high-severity issues to Google Support Troubleshoot partner tools based on available documentation Required Skills Fluent in English and Spanish Strong experience administering Google Workspace for organizations of all sizes Expertise in SMTP, email migration, security, authentication, and mail flow analysis Hands-on experience with Gmail, Calendar, Drive, Meet, Voice, Vault Knowledge of DNS, TCP/IP, Active Directory/LDAP, HTTP Experience with GAM / GAMADV-XTD3 Familiarity with Google Workspace APIs Experience with ITSM tools (Freshservice, ServiceNow – plus) Comment
