- Provide remote and hands-on troubleshooting, replicating customer issues in various environments.
- Determine optimal solutions based on customer-provided details and issues.
- Guide customers through the problem-solving process.
- Manage client issues from start to finish, ensuring effective technical resolution.
- Develop and document best practices to improve existing processes.
- Record all events and interactions within the case.
- Prioritize and action tasks in a timely manner.
- Monitor the status and progress of all open incidents until resolution.
- Log and document bugs for investigation by Software Engineering Teams.
- Drive cases forward, engaging other teams as needed.
- Continuously develop and deepen technical expertise in products.
- Maintain adherence to security guidelines, procedures, processes, product documentation, and best practices.
- Required Skills & Qualifications
- Excellent communication in English (written and verbal).
- Experience in email protocols such as SMTP. Authentication, security and SPAM
- Google Workspace Admin Console management.
- Expertise with Linux/Unix command line and OS fundamentals.
- Hands-on experience troubleshooting network protocols.
- Expertise with web technologies (HTML, CSS, JS, HTTP, SSO, SAML, OAuth, proxies, load balancers, HAR analysis).
- RFC standards.