Isolate, troubleshoot, and resolve customer issues to a satisfactory outcome.
Guide customers on best practices for setup/configuration to achieve desired results.
Analyze legacy practices/data and configure appropriately in new environments.
Conduct customer reviews prior to release to confirm acceptance of data/configuration.
Maintain accurate activity records and timely updates for reporting and (where applicable) billing.
Improve and contribute to knowledge articles and support processes (including ServiceNow incident management enhancements).
Manage escalations, defect/problem resolution, and ensure crisp handoffs across teams (Incident Managers, Engineers, Account Management).
Act as a trusted ambassador in customer interactions; collaborate with partners and internal workgroups.

Requirements

5+ years supporting Google Workspace in a production support environment.
Comfortable with rotational and weekend shifts and participating in on-call.
Advanced knowledge of Google Voice, ChromeOS Management, and Device Management.
Intermediate knowledge of GCDS.
Strong incident management and ticketing discipline; experience with tools like ServiceNow and/or JIRA.
Proven ability to handle escalations and mentor teammates.
Excellent written/verbal communication with the ability to communicate effectively with executive-level stakeholders.
Strong analytical skills; ability to manage multiple workstreams in a deadline-driven environment.
Experience producing technical assets/documentation (e.g., architecture designs, technical docs).

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Google WorkspaceGoogle VoiceChromeOS ManagementDevice ManagementGCDSincident managementticketing disciplinetechnical documentationarchitecture designs

Soft Skills

troubleshootingcustomer servicementoringcommunicationanalytical skillscollaborationproblem resolutionescalation management