Google Workspace Support Engineer (Chrome OS, Device Management & RTC)

Role & responsibilities

• Provide L1/L2 technical support for Google Workspace Devices and RTC (Google Meet, Chat, Voice) issues.
• Troubleshoot Chrome OS, Chrome Browser, Android, and Device Management-related issues.
• Manage incidents end-to-end while meeting SLA and quality targets.
• Perform root cause analysis (RCA) and resolve complex technical issues.
• Administer and troubleshoot Google Admin Console policies and configurations.
• Support Mobile Device Management (MDM) and enterprise device enrollment.
• Troubleshoot networking issues involving TCP/IP, DNS, DHCP, Wi-Fi, VPN, and proxies.
• Escalate complex issues to L3/SMEs with detailed diagnostics and logs.
• Create and maintain knowledge articles, SOPs, and troubleshooting documentation.
• Collaborate with cross-functional teams to improve customer experience and service quality.

Preferred candidate profile

• 3 to 8 years of experience in Technical Support, Product Support, or IT Support roles.
• Hands-on experience with Google Workspace Administration and Google Admin Console.
• Experience supporting Chrome OS, Chrome Browser, Android Enterprise, and Device Management solutions.
• Knowledge of Google Meet, Google Chat, Google Voice, and RTC technologies.
• Strong understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and networking fundamental
• Experience with Mobile Device Management (MDM), Active Directory, SSO, and enterprise identity management.
• Proven ability to troubleshoot complex technical issues, perform root cause analysis, and drive issue resolution.
• Excellent verbal and written communication skills with a customer-focused approach.
• Experience working in SLA-driven support environments and handling escalations effectively.
• Bachelor's degree in Science, Engineering, Information Technology, or a related field.
• Google Workspace Administration certification is a plus.