Role & responsibilities
Provide remote and hands-on troubleshooting, replicating customer issues in various settings.
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.