Senior Google Workspace Support Engineer

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Identify, troubleshoot, and resolve customer issues to ensure satisfactory outcomes.

• Advise customers on optimal practices for setup and configuration to achieve their goals.

• Assess legacy practices and data, configuring them suitably in new environments.

• Carry out customer reviews before release to validate acceptance of data and configuration.

• Keep precise activity records and provide timely updates for reporting and, when applicable, billing.

• Enhance and contribute to knowledge articles and support processes, including improvements in ServiceNow incident management.

• Oversee escalations, defect resolution, and ensure smooth transitions between teams such as Incident Managers, Engineers, and Account Management.

• Serve as a trusted representative in customer interactions, collaborating with partners and internal teams.

⛳️ Requirements

• A minimum of 5 years of experience supporting Google Workspace in a production support setting.

• Willingness to work rotational and weekend shifts, including participation in on-call duties.

• Expertise in Google Voice, ChromeOS Management, and Device Management.

• Intermediate proficiency in GCDS.

• Strong discipline in incident management and ticketing; experience with tools such as ServiceNow and/or JIRA.

• Demonstrated capability to manage escalations and mentor colleagues.

• Exceptional written and verbal communication skills, with the ability to engage effectively with executive-level stakeholders.

• Strong analytical abilities; capable of managing multiple workstreams in a fast-paced, deadline-oriented environment.

• Experience in creating technical documents and assets, such as architecture designs and technical documentation.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance plans.

• Generous paid time off and flexible working arrangements.

• Opportunities for professional development and career growth.