Cloud Collaboration Support Engineer (Google Workspace)

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.