(Enterprise Grade Support – EGS

Job description

**Job Description** **SN Required Information Details** 1 Role\\*\\* Tier 2 Engineer – Technical Support (Enterprise Grade Support – EGS) 2 Required Technical Skill Set\\*\\* The "Technical Guardian" for Google Workspace - Requires mastery of the full Google Workspace ecosystem, including deep product behavior, edge cases, and cross‑product interactions 3 Desired Experience Range\\*\\* 4- 7 years of Experience 4 Location of Requirement Chennai, Ahmedabad 5 **Work Timings 24\\*7 Rotational Shifts mandatory Work from office** **Desired Competencies (Technical/Behavioral Competency)** **Must-Have\\*\\* (Ideally should not be more than 3-5)** 1. Expert‑level Google Workspace product and architecture knowledge, including cross‑product dependencies and enterprise deployment patterns · 2. Deep understanding of identity, authentication, authorization, and access control across Workspace and external identity providers- Deep knowledge of SAML/SSO, 2FA, and Identity Providers (Okta, Azure AD). 3. Google Apps Script / AppScript: Development and troubleshooting of scripts used for automation, validation, reporting, and advanced admin workflows · 4. Strong foundations in networking, DNS, APIs, HTTP flows, identity chains, and email transport **Good-to-Have** · Command‑Line Automation: Use of GAM and similar tools to execute controlled bulk actions and environment inspection · Python: Practical scripting skills to analyze data, interact with APIs, validate configurations, automate diagnostics, and support deep troubleshooting · AppSheet: Understanding of AppSheet integrations and behavior within Workspace environments for diagnostics and enterprise use cases · Google Apps Script / AppScript: Development and troubleshooting of scripts used for automation, validation, reporting, and advanced admin workflows · Mail Flow Mastery: Expert troubleshooting of SPF, DKIM, DMARC, and mail routing (MX records). · Google Workspace Administrator (Certification) **Responsibility of / Expectations from the Role - The "Technical Guardian" for Google Workspace** 1 Deliver advanced, end‑to‑end technical support across the complete Google Workspace ecosystem, including Gmail, Drive, Calendar, Meet, Chat, Admin Console, Vault, security controls, and enterprise integrations 2 Own complex, multi‑product, enterprise‑grade cases from intake through resolution, operating under stringent enterprise SLOs for responsiveness, resolution, and customer communication 3 Perform deep technical diagnostics across identity, security, networking, email, APIs, and Workspace configurations to isolate root cause in ambiguous and non‑standard failure scenarios 4 Manage high‑severity escalations, acting as the technical interface between customers and Google Engineering, SRE, and Product teams 5 Identify, document, and track suspected product defects, producing engineering‑quality escalation artifacts and following issues through the bug lifecycle 6 Provide strategic technical guidance to enterprise administrators on architecture, configuration, security posture, automation strategy, and best‑practice adoption (advisory only; no managed services execution) 7 Use programming and scripting to analyze issues, automate administrative actions, validate configurations, and accelerate resolution of complex cases 8 Develop and maintain scripts, tools, and automation artifacts to improve efficiency, consistency, and diagnostic accuracy within EGS operations 9 Act as a technical mentor and escalation authority, supporting lower‑tier engineers through consults and structured knowledge transfer 10 Contribute to and curate internal knowledge bases, advanced troubleshooting guides, and reusable automation assets 11 Operate strictly within EGS scope, excluding billing disputes, contractual discussions, enterprise quote‑to‑cash processes, or implementation ownership Required Skills & Qualifications ● Strong knowledge of programming, algorithms & Data Structures, System Design / scaling, Testing and API / SDK. ● Solid understanding of databases, analysis techniques (Statistical knowledge, SQL) and SQL-based troubleshooting. ● Expertise with Linux / Unix Command Line, Linux System / How Linux works, Windows Command Line, Windows System / How Windows works. ● Proficiency with web technologies (HTML, CSS, JS), HTTP, Web Auth (SSO, SAML, OAuth, etc), Web Servers, Web Proxy / Load Balancer and HAR Analysis. ● Hands-on experience troubleshooting network protocols (TCP/UDP/IP), DNS, TLS/SSL/PKI, IP routing. ● Excellent communication in English (written and verbal). Key Responsibilities Google Workspace Administration: ● Proficiency with the Google Admin Console for managing users, groups, and organization units. ● Familiarity with user provisioning and deprovisioning. ● Setting up SSO with Third-party applications. ● Understanding functions and features of API/SDK ● Analysis, diagnosis and troubleshooting of customer issues. Data Migration: ● Expertise in Google's Data Migration Service for migrating data (email, calendar, contacts) from sources like Microsoft Exchange Online, IMAP, or other Google Workspace accounts. ● Experience with Google Workspace Migrate for large-scale, on-premises, or cloud-based migrations. ● Experience with Google Cloud Directory Sync (GCDS) for synchronizing users and groups. ● Ability to migrate files from platforms like Microsoft OneDrive to Google Workspace My Drive. ● Skill in managing migration processes for different data types and sources, including understanding the corresponding tools and prerequisites.