- Hands-on experience supporting collaboration platforms (Drive, Docs, Calendar, Meet, Chat)
- Strong troubleshooting skills for authentication, sharing, access, and sync issues
- Knowledge of web technologies (HTTP, SSO, SAML, OAuth, HAR analysis)
- Networking fundamentals DNS, TCP/IP, TLS/SSL
- Excellent verbal and written communication skills
Valuable-to-Have
- Experience in enterprise or SMB technical support environments
- Familiarity with Google Workspace administration and licensing
- Understanding of ITIL v4 processes and security concepts
- Exposure to scripting or automation for support tasks
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Responsibility of / Expectations from the Role
1 Provide L1/L2 support for collaboration-related incidents via chat, email, and phone.
2 Resolve low to medium complexity issues (L1) and perform deep investigations (L2).
3 Own cases end-to-end ensuring SLA adherence and high-quality resolution.
4 Analyze logs, diagnostics, and system behavior to identify root causes.
5 Escalate product defects or complex issues to higher tiers with detailed findings.
6 Contribute to knowledge base articles and internal troubleshooting documentation.