Cloud Collaboration Support Engineer (Google Workspace)

Job description

Role & responsibilities • Provide L1/L2 technical support for Google Workspace collaboration tools including Drive, Docs, Calendar, Meet, and Chat. • Troubleshoot authentication, access, sharing, synchronization, and application-related issues. • Manage incidents, service requests, and escalations while ensuring SLA compliance. • Investigate complex technical problems using logs, diagnostics, and HAR analysis. • Support SSO, SAML, OAuth, and identity management-related issues. • Analyze networking and connectivity issues involving DNS, TCP/IP, TLS/SSL, and web technologies. • Perform root cause analysis and document findings for recurring issues. • Escalate product defects and unresolved cases to higher support teams with detailed troubleshooting information. • Create and maintain knowledge base articles, runbooks, and troubleshooting guides. • Support Google Workspace administration, licensing, and user management activities. • Collaborate with cross-functional teams to improve service quality and customer experience. • Utilize scripting and automation solutions to improve operational efficiency and support processes. Preferred candidate profile • 3-6 years of experience in Technical Support, Cloud Support, or Collaboration Tools Support. • Hands-on experience with Google Workspace / G Suite administration and support. • Strong knowledge of Google Drive, Docs, Calendar, Meet, and Chat. • Expertise in troubleshooting SSO, SAML, OAuth, authentication, access, sharing, and synchronization issues. • Good understanding of HTTP, DNS, TCP/IP, TLS/SSL, and networking fundamentals. • Experience in L1/L2 support environments with strong incident and ticket management skills. • Familiarity with ITIL v4 processes, SLA management, and service operations. • Ability to perform root cause analysis, log analysis, and issue diagnostics. • Exposure to Google Admin Console, user management, and licensing administration. • Basic knowledge of scripting or automation (Python, PowerShell, JavaScript, Shell scripting) is preferred. • Excellent verbal and written communication skills with strong customer-handling abilities. • Experience supporting enterprise customers, SaaS applications, or cloud-based collaboration platforms is highly desirable. • Certifications such as Google Workspace Administrator, Google Cloud Digital Leader, or ITIL Foundation will be an added advantage.