Google Workspace Technical Support Engineer (L1/L2) - Devices & RTC

Role & responsibilities

• Provide L1/L2 technical support for Google Workspace Devices and RTC (Google Meet, Chat & Voice) related issues.
• Diagnose, troubleshoot, and resolve ChromeOS, Chrome Browser, and device management issues.
• Monitor, manage, and resolve support tickets while meeting SLA and quality targets.
• Perform root cause analysis and escalate complex issues to L3 teams/SMEs with detailed diagnostics.
• Support Google Admin Console administration, device policies, licensing, and configurations.
• Troubleshoot network, Active Directory integration, MDM/GEM policy, and device synchronization issues.
• Assist users with audio/video conferencing, meeting connectivity, and collaboration tool problems.
• Analyze logs, system behavior, and API-related issues to identify and resolve technical problems.
• Create and maintain knowledge base articles, SOPs, troubleshooting guides, and documentation.
• Collaborate with cross-functional teams to improve support processes and customer experience.
• Mentor L1 engineers and provide technical guidance on complex support cases.
• Ensure high customer satisfaction through effective communication and timely issue resolution.

Preferred candidate profile

• 4-6 years of experience in Technical Support, IT Helpdesk, or Google Workspace Administration.
• Hands-on experience with Google Workspace (G Suite), Google Admin Console, and Device Management.
• Strong knowledge of ChromeOS, Chrome Browser, and endpoint troubleshooting.
• Experience supporting Google Meet, Chat, Voice, and RTC-related technologies.
• Familiarity with Active Directory, MDM/EMM solutions, and device policy management.
• Good understanding of network troubleshooting, connectivity issues, and root cause analysis.
• Experience in incident management, ticketing tools, SLA-driven support environments, and escalation handling.
• Knowledge of Google Cloud Platform (GCP) and Google Workspace licensing administration is preferred.
• Ability to analyze logs, troubleshoot complex technical issues, and collaborate with cross-functional teams.
• Strong customer service orientation with excellent verbal and written communication skills.
• Proven ability to work in a fast-paced support environment and handle critical customer escalations.
• Google Workspace Administrator Certification is highly preferred.
• Bachelor's degree in Science, Technology, Computer Applications, or a related discipline.
• CEFR B2 level English proficiency with strong documet