Cloud Support Senior Associate - Workspace Enhanced

Join Us!

Join us at the Google Operations Center for the opportunity to help Google users
tackle their problems and accomplish their goals, all while working in a dynamic and
diverse environment.

As the Cloud Support Senior Associate you will 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.

Minimum Qualifications

● Engineering degree in Computer Science or Electronics or related field

● Excellent English communication skills (both written and oral) and stakeholder
management at multiple levels
● 2-4 years of direct experience in working in a customer centric operation
resolving technical or operational issues
● Basic understanding of Windows System Administration, DNS such as common
record types, protocols used, recursive domain name resolution
● Basic understanding of web protocols such as HTTP, DNS, SSL/TLS, etc and
networking standards
● Ability to research using internal knowledge bases and public facing
documentation (official Google docs, StackOverflow, Google Groups...)
● Familiarity with the routing protocols, ability to read, understand code and
familiarity with Cloud PaaS and storage products. Entry-level domain knowledge

Preferred Qualifications

● Experience in Linux System Administration

● Understanding of SSO including the ability to identify Service Provider and
Identity Provider
● Knowledge of the OSI stack
 ● Familiarity with modern API technologies (OAuth, RESTful APIs, gRPC)
● Ability to read and understand the basic code and to write code samples to
reproduce customer issues (ideally in Java or Python)
● Ability to read and understand packet and application layer captures
● Awareness of Google Workspace products and features

Position Responsibilities

● Response, diagnosis, resolution and tracking by phone, email and chat of

customer support queries and community support cases or forum threads.
● Troubleshoot basic technical problems, identify customer needs and develop
creative solutions to address them.
● Promptly and independently resolve technical incidents and escalations, with
effective communication to all stakeholders internally and externally
● Maintain response and resolution speed as defined by SLOs;
● Keep high customer satisfaction scores and follow quality standards in 95% of
cases.
● Use existing troubleshooting tools and techniques to establish root cause for
queries and provide a customer facing root cause assessment.
● Provide high-touch assistance to highest Tier customers, build in-depth
understanding of most pressing customer issues
● Contribute to creating and updating a support knowledge base, you will have a
passion for learning and knowledge share.

Benefits

● We support you with competitive wages and comprehensive health care

including medical, dental and vision coverage
● We support your family with gender-neutral baby bonding leave, 26 week
birth-parent maternity leave, and generous life, accident and disability
insurance minimums
● We support your teams with free daily lunch, fully stocked micro-kitchens, and
culture clubs and employee resource groups that let you share what you care
about

At Google Operations Center, we don’t just accept differences - we celebrate it, we

support it, and we thrive on it for the benefit of our employees, our products and our
community. We are committed to equal employment opportunity regardless of race,
color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital
status, disability, gender identity or Veteran status. We also consider qualified
applicants regardless of criminal histories, consistent with legal requirements. If you
have a disability or special need that requires accommodation, please let us know.