Senior Google Workspace Support Engineer

🔥 3 minutes ago

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $80 - $100 / hour

⏰ Full Time

🟠 Senior

📞 Support Engineer

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Ontrac Solutions

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2010

🤖 Artificial Intelligence

💼 Consulting

🤝 B2B

Artificial Intelligence • Consulting • B2B

Ontrac Solutions is an AI-first technology services firm that helps organizations design, implement, and scale AI-driven systems, cloud architectures, and enterprise platform integrations. They provide AI strategy and generative AI implementation (including RAG and intelligent search), cloud migration and optimization (multi-cloud architecture, Kubernetes, Terraform, GitOps, and FinOps), data and integration engineering, CRM/CMS/e-commerce platform development, and embedded technical talent / staff augmentation to move AI from experimentation into production. With innovation hubs in Chicago and Karachi, Ontrac focuses on delivering production-ready AI and cloud solutions that drive measurable business outcomes.

📋 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).