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Cloud Support Engineer Senior Associate
2 weeks ago
Join Us
At Google Operations Center we help Google users and customers solve problems and achieve their goals—all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to join us
As the Cloud Support Senior Associate you will provide outstanding technical support for the most prestigious Google Workspace customers. This support will be mainly focused on troubleshooting Google Workspace-related topics and customer environment.
The right person for this role will have to be able to follow a logical troubleshooting path, to navigate through ambiguous problems and to collect relevant information to provide an outstanding solution for Google Workspace clients.
*Position Responsibilities*
- Setup, Migrate, Administer, Manage and maintain the Google Workspace ecosystem.
- Replicate, troubleshoot, and resolve issues relating to Google Workspace products and features.
- Response, diagnosis, resolution and tracking by phone/email of customer support queries and community support cases or forum threads.
- Troubleshoot basic technical problems, identify customer needs and develop creative solutions to address them.
- Promptly and independently resolve technical incidents and escalations, with effective communication to all stakeholders internally and externally
- Provide high-touch assistance to highest Tier customers, build in-depth understanding of most pressing customer issues
- Contribute to creating and updating a support knowledge base, you will have a passion for learning and knowledge sharing.
Minimum Qualifications
- Experience in Google Workspace (G-suite) or Office365 Administration. Strong expertise in email, email infrastructure, mail transfer protocols, mail access protocols, email security, spam, phishing and virus protection. Well versed in configuring & troubleshooting migration and sync tools like GSMME, GSSMO, GCDS, GSPS, and Google Workspace Migrate.
- Managing and Administering Windows OS and Microsoft Exchange. Understanding of access/identity management, Active Directory and SSO. Sound knowledge of DNS records(DKIM, DMARC, MX, TXT, SPF ), DNS Management and web protocols such as HTTP, DNS, SSL/TLS, etc and networking standards. Familiarity with modern API technologies (OAuth/2.0, RESTful APIs, gRPC).
- Experience in administration and configuration of enterprise mobility management. Expertise in Device Management(iOS, Mac, Android, Windows, Linux,ChromeOS) with native and Third Party MDM Solutions.
- Engineering degree in Computer Science or Electronics or related field
- Experience in working in a customer centric operation resolving technical or operational issues. Excellent English communication skills (both written and oral) and stakeholder management at multiple levels
- Ability to research using internal knowledge bases and public facing documentation (official Google docs, StackOverflow, Google Groups...)
Benefits
- We support you with competitive wages and comprehensive health care including medical, dental and vision coverage
- We support your family with gender-neutral baby bonding leave, 14 week birth-parent maternity leave, and generous life, accident and disability insurance minimums
- Employees who work onsite can enjoy free meals and snacks, and fun onsite experiences
At the Google Operations Center, we don't just accept differences - we celebrate them, we support them, and we thrive on them for the benefit of our employees, our products, and our community. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.
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Thanks for your interest in this opportunity Our recruitment team will contact you if your profile is a good fit for the role. If you don't hear from us within 2-3 weeks, please consider your application unsuccessful at this time. We value your patience throughout this time. For any questions, feel free to reach out to us at
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