Google Workspace Support Engineer

Ontrac Solutions is hiring a Mid-Level Google Workspace Support Engineer for a leading Google Cloud partner. In this role, you will be a customer-facing support engineer responsible for troubleshooting Google Workspace issues, guiding customers on configuration and best practices, and contributing to a high-performing support operation through strong ticket discipline and knowledge sharing.

This organization provides 24x7 global support, so comfort with rotational schedules and participation in on-call rotations is essential.

What You'll Do (Responsibilities)

• Troubleshoot and resolve Google Workspace customer issues to a satisfactory outcome, escalating appropriately when needed.
• Guide customers on best practices for setup/configuration to achieve desired outcomes.
• Assist with analyzing legacy practices/data and supporting configuration in new environments.
• Participate in customer reviews prior to release to confirm acceptance of data/configuration (with senior support as needed).
• Maintain accurate activity records and provide timely ticket updates for reporting and (where applicable) billing.
• Contribute to knowledge articles and support processes (including incident management workflow improvements in tools like ServiceNow).
• Partner with Incident Managers, Engineers, and Account teams to ensure clear communication and crisp handoffs.
• Deliver a professional, consultative support experience in customer interactions and written communications.

Do you have experience in Systems & applications support?, * 2-4+ years supporting Google Workspace in a production support environment (or equivalent MSP/partner experience).

• Comfortable with rotational and weekend shifts and participating in on-call.
• Working knowledge of core Google Workspace administration, including:

• Admin Console user/group management, org units, policies
• Gmail troubleshooting (routing basics, deliverability concepts, SPF/DKIM/DMARC fundamentals)
• Drive/Shared Drives permissions and sharing controls
• Calendar troubleshooting and resource/calendar permissions

• Working knowledge of Device Management and ChromeOS Management (baseline troubleshooting, enrollment, policy application, common user/device issues).
• Basic-to-intermediate familiarity with GCDS (ability to support common sync issues and escalate complex cases).
• Strong ticketing discipline and incident management fundamentals; experience with ServiceNow and/or JIRA (or similar).
• Strong written/verbal communication with the ability to explain technical issues clearly to admins and business stakeholders.
• Strong analytical skills and ability to manage multiple tickets and priorities in a deadline-driven environment.

Nice-to-Have (Helpful Qualifications)

• Familiarity with Google Voice (basic provisioning/troubleshooting).
• Familiarity with CMS tools (SharePoint, Jive, Drupal, WordPress).
• Familiarity with AODocs.
• Scripting basics (Google Apps Script, Python, JavaScript) for troubleshooting, automation, or log analysis.
• Understanding of best practices and reference architectures for Google Workspace deployments.

Working Model, Travel, and Expectations

• Environment: 24x7 global support organization with rotational schedules.
• Customer-facing time: approximately 50%.
• Travel: approximately 10% to customer sites, conferences, and related events.
• Onboarding: first-week orientation plus structured 90-day onboarding with progressive ownership of queues/escalations.

$60 - $80 an hour