Senior Workspace Support Engineer

Job not on LinkedIn

🕒 February 26

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $80 - $100 / hour

⏰ Full Time

🟠 Senior

📞 Support Engineer

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Ole & Lena Digital

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2019

🤖 Artificial Intelligence

☁️ SaaS

🤝 B2B

Artificial Intelligence • SaaS • B2B

Ole & Lena Digital is a forward-thinking company that specializes in professional IT services, including staff augmentation and innovative solutions tailored to optimize operations and drive digital transformation. Their AI-driven Innovation Hubs in Chicago and Karachi foster collaboration among skilled teams to develop cutting-edge technology and empower businesses to succeed in a rapidly evolving digital landscape. By focusing on next-gen talent and generative AI applications, Ole & Lena Digital aims to unlock new possibilities and enhance organizational agility for a sustainable future.

📋 Description

• Isolate, troubleshoot, and resolve customer issues to a satisfactory outcome. • Guide customers on best practices for setup/configuration to achieve desired results. • Analyze legacy practices/data and configure appropriately in new environments. • Conduct customer reviews prior to release to confirm acceptance of data/configuration. • Maintain accurate activity records and timely updates for reporting and (where applicable) billing. • Improve and contribute to knowledge articles and support processes (including ServiceNow incident management enhancements). • Manage escalations, defect/problem resolution, and ensure crisp handoffs across teams (Incident Managers, Engineers, Account Management). • Act as a trusted ambassador in customer interactions; collaborate with partners and internal workgroups.

🎯 Requirements

• 5+ years supporting Google Workspace in a production support environment. • Comfortable with rotational and weekend shifts and participating in on-call. • Advanced knowledge of Google Voice, ChromeOS Management, and Device Management. • Intermediate knowledge of GCDS. • Strong incident management and ticketing discipline; experience with tools like ServiceNow and/or JIRA. • Proven ability to handle escalations and mentor teammates. • Excellent written/verbal communication with the ability to communicate effectively with executive-level stakeholders. • Strong analytical skills; ability to manage multiple workstreams in a deadline-driven environment. • Experience producing technical assets/documentation (e.g., architecture designs, technical docs).