Google Workspace Support Engineer

Innovate. Create. Elevate.

At Ontrac Solutions, we partner with elite engineering organizations to build systems that operate at planetary scale.

About the Role

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.

Required Credentials (Must-Have)

• Associate Google Workspace Administrator Certification (required).
• ChromeOS and Okta certifications expected to be completed within the first 90 days .

Required Qualifications

• 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.

How Success Is Measured

Success is defined by consistent ticket outcomes, customer feedback at close, strong documentation habits, and collaboration across support and engineering teams. You'll demonstrate growth by increasing the complexity of issues you own end-to-end, improving time-to-resolution, and contributing to repeatable support playbooks and knowledge articles.