Email and Collaboration Platform Support in Google - lead

Job description

**Role Summary** Technical Support Engineer to provide enterprise-level support for Google ChromeOS, Chrome Browser, Android management, and related Google Workspace integrations. This role focuses on troubleshooting complex technical issues, assisting customers with device and application management, and collaborating with product and engineering teams to deliver timely resolutions. **Key Responsibilities** - Provide advanced troubleshooting and **support for ChromeOS devices,** including: - Admin console policies (Chrome Device/User settings). - Provide advanced troubleshooting and **support for ChromeOS devices,** including: - Admin console policies (Chrome Device/User settings). - OS issues and bugs. - **Device management services**. - Browsing and application/extension issues not caused by third-party **software.** - Connectivity issues not caused by local network settings. - Hardware troubleshooting & RMA for managed Pixelbooks. - Play Store & Android apps on ChromeOS. - Microsoft Active Directory integration. - ChromeOS native printing. - Deliver technical support for Chrome Browser (Windows, Mac, Linux): - Admin console policies (user settings). - OS-based policies (GPO, master\\_preferences, MSI installation). - Updates and update management. - Browser issues/bugs and Endpoint Verification. - Legacy Browser Support. - Provide support for Mobile & Android/iOS Device Management: - Android (Google EMM), iOS Sync, and Google Sync. - Binding/unbinding escalations with 3rd-party EMMs. - Device management policies for Android, iOS, and desktops. - Cloud Identity Free SKUs (basic device management) and paid Workspace/Identity SKUs (advanced management). - Troubleshoot and support Enhanced Desktop Security (Windows): - GCPW (Google Credential Provider for Windows) module installation. - Sign-in issues with Workspace credentials. - Support API-related escalations: - Chrome Policy API, Chrome Devices API, Cloud Identity Devices API, Mobile Devices API, Printer API. - CBCM Takeout API and Enrollment Token API. - CBCM API (beta). - Collaborate with engineering teams to escalate unresolved issues and contribute to product improvements. - Maintain high-quality documentation, knowledge base articles, and troubleshooting playbooks. - Ensure excellent communication with customers in English, both written and verbal. - **Device management services.** - Browsing and application/extension issues not caused by third-party **software.** - Connectivity issues not caused by local network settings. - Hardware troubleshooting & RMA for managed Pixelbooks. - Play Store & Android apps on ChromeOS. - Microsoft Active Directory integration. - ChromeOS native printing. - Deliver technical support for Chrome Browser (Windows, Mac, Linux): - Admin console policies (user settings). - OS-based policies (GPO, master\\_preferences, MSI installation). - Updates and update management. - Browser issues/bugs and Endpoint Verification. - Legacy Browser Support. - Provide support for Mobile & Android/iOS Device Management: - Android (Google EMM), iOS Sync, and Google Sync. - Binding/unbinding escalations with 3rd-party EMMs. - Device management policies for Android, iOS, and desktops. - Cloud Identity Free SKUs (basic device management) and paid Workspace/Identity SKUs (advanced management). - Troubleshoot and support Enhanced Desktop Security (Windows): - GCPW (Google Credential Provider for Windows) module installation. - Sign-in issues with Workspace credentials. - Support API-related escalations: - Chrome Policy API, Chrome Devices API, Cloud Identity Devices API, Mobile Devices API, Printer API. - CBCM Takeout API and Enrollment Token API. - CBCM API (beta). - Collaborate with engineering teams to escalate unresolved issues and contribute to product improvements. - Maintain high-quality documentation, knowledge base articles, and troubleshooting playbooks. - Ensure excellent communication with customers in English, both written and verbal. **Required Skills & Qualifications** - Strong knowledge of programming, algorithms, system design, APIs/SDKs, and testing. - Expertise with Linux/Unix command line and Windows system fundamentals. - Hands-on experience troubleshooting network protocols (TCP/UDP/IP, DNS, TLS/SSL/PKI, routing, Wi-Fi/LTE). - Proficiency with web technologies (**HTML, CSS, JS, HTTP, SSO, SAML, OAuth, proxies, load balancers, HAR analysis).** - Solid understanding of databases and SQL-based troubleshooting. - Excellent communication in English (written and verbal). **Preferred Qualifications** - Experience in enterprise technical support roles. - Familiarity with Google Workspace administration and licensing models. - Knowledge of security, ITIL v4 processes, and cloud environments. - Previous exposure to RMA processes, hardware troubleshooting, and enterprise browser policies.