Google Workspace L3 Support

Your main responsibility will be to 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 in order to provide an outstanding solution for Google Workspace clients.

 

Responsibility/Activities:

• Troubleshooting issues raised by customers directly via ticket or incoming call
• Live troubleshoot issues on the fly during calls/screen sharing sessions
• File bugs
• Read and understand code (Java / Python) from codesearch or customer code (APIs, scripts)
• Manage cases (follow up open case, troubleshoot new and existing cases)
• Offer assistance and consultancy regarding best practices (network, environment, setup, usage) and assist (limited assistance) with issues during Workspace deployment

Minimum requirements:

• 100% fluent in English (should get at least B2 level in the Versant Assessment)
• Basic understanding of web protocols (HTTP, DNS, SSL/TLS, etc) and networking standards
• Ability to read and understand packet and application layer captures
• Ability to research using internal knowledge bases and public facing documentation (official Google docs, StackOverflow, Google Groups)
• Basic coding abilities
• Ability to read and understand the code and to write code samples to reproduce customer issues (ideally in Java or Python)
• Understanding of DNS: Common record types, protocols used, recursive domain name resolution 

 

Desirable skills:

• Knowledge of the OSI stack
• Understanding of SSO including the ability to identify Service Provider and Identity Provider
• Familiarity with modern API technologies (OAuth, RESTful APIs, gRPC)
• Knowledge of Linux System Administration
• Windows system administration knowledge

 

#LI-PH

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