The Role
Provide advanced technical support and root-cause analysis for complex incidents, escalate and resolve security and operational issues, manage knowledge base and coach analysts, configure Google Workspace and ChromeOS policies (including programmatic automation via GAM/APIs), support pre-sales demos/PoCs and events, localize documentation, and document operational processes to improve CSAT and meet SLAs.
Summary Generated by Built In
To offer advanced technical support, troubleshooting and doing root cause analysis to ensure positive customer feedback.
Key Responsibilities
- To adhere to quality standards, regulatory requirements and company policies.
- To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
- To work on value adding activities such knowledge base update & management, training freshers, coaching analyst.
- To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture.
- To ensure positive customer experience and CSAT through First Call Resolution , minimum rejected resolutions / reopen Cases and mitigating security threats.
Other Requirements - Technical Consulting: Lead workshops on Security, IT Admin, and Deployment Planning (with a focus on the Japanese market), conduct Health Checks, and define Annual Maintenance Programs.
- Implementation & Troubleshooting: Configure complex policies in the Google Admin Console and use GAM/APIs for programmatic access; serve as a technical escalation point for ChromeOS and GWSfE issues.
- Sales & Events Support: Provide pre-sales technical specifications, deliver product demos/PoCs, and support industry events and webinars.
- Asset Creation & Localization: Localize technical documentation for internal and external regional audiences.
- Strategic Documentation: Document operational processes, including roadmap communications, feature request filing, and analyze customer data for strategic recommendations.
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Skills needed
• 5-8 years of industry experience in similar client facing role in education sector
• Deep expertise in Google Workspace and the Google Admin Console.
• Advanced knowledge of ChromeOS deployment and Chrome Browser management.
• Proficiency in automation using GAM and Google APIs.
• Experience in a client-facing technical role (e.g., Pre-sales, Professional Services) with a consultative mindset.
• Ability to translate complex technical requirements into business value.
• Strong project management skills, including tracking activities and creating status reports.
Skills Required
- 5-8 years industry experience in a similar client-facing role in the education sector
- Deep expertise in Google Workspace and the Google Admin Console
- Advanced knowledge of ChromeOS deployment and Chrome Browser management
- Proficiency in automation using GAM and Google APIs
- Experience in a client-facing technical role (Pre-sales, Professional Services) with a consultative mindset
- Ability to translate complex technical requirements into business value
- Strong project management skills, including tracking activities and creating status reports
- Experience performing root cause analysis and resolving complex technical and security incidents
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The Company
What We Do
NexusCorp LLC (operating as Nexus Corporation) helps businesses achieve their goals through custom software development, IT consulting, statement-of-work delivery, contingent workforce and direct-hire solutions, and payroll services. It designs, builds, tests, and maintains scalable digital applications; analyzes systems to improve technology use; and supplies specialized professionals and structured project delivery. Its client-first approach emphasizes compliance, integrity, innovation, and tailored business outcomes.
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