Email and Collaboration Platform Support

Job description

Job Description: Essential Skills & Experience • Hands-on experience supporting collaboration platforms in Google Cloud (Drive, Docs, Calendar, Meet, Chat) • Strong troubleshooting skills for authentication, sharing, access, and sync issues • Knowledge of web technologies (HTTP, SSO, SAML, OAuth, HAR analysis) • Networking fundamentals DNS, TCP/IP, TLS/SSL • Excellent verbal and written communication skills • Experience in enterprise or SMB ( Server Message Block ) technical support environments • Familiarity with Google Workspace administration and licensing • Understanding of ITIL v4 processes and security concepts • Exposure to scripting or automation for support tasks Key Responsibilities\\* • Provide L1/L2 support for collaboration-related incidents via chat, email, and phone. • Resolve low to medium complexity issues (L1) and perform deep investigations (L2). • Own cases end-to-end ensuring SLA adherence and high-quality resolution. • Analyze logs, diagnostics, and system behavior to identify root causes. • Escalate product defects or complex issues to higher tiers with detailed findings. • Contribute to knowledge base articles and internal troubleshooting documentation.