Role & responsibilities

- Provide L1/L2 technical support for Google Workspace collaboration tools including Drive, Docs, Calendar, Meet, and Chat.

- Troubleshoot authentication, access, sharing, synchronization, and application-related issues.

- Manage incidents, service requests, and escalations while ensuring SLA compliance.

- Investigate complex technical problems using logs, diagnostics, and HAR analysis.

- Support SSO, SAML, OAuth, and identity management-related issues.

- Analyze networking and connectivity issues involving DNS, TCP/IP, TLS/SSL, and web technologies.

- Perform root cause analysis and document findings for recurring issues.

- Escalate product defects and unresolved cases to higher support teams with detailed troubleshooting information.

- Create and maintain knowledge base articles, runbooks, and troubleshooting guides.

- Support Google Workspace administration, licensing, and user management activities.

- Collaborate with cross-functional teams to improve service quality and customer experience.

- Utilize scripting and automation solutions to improve operational efficiency and support processes.

Preferred candidate profile

- 3-6 years of experience in Technical Support, Cloud Support, or Collaboration Tools Support.





- Hands-on experience with Google Workspace / G Suite administration and support.

- Strong knowledge of Google Drive, Docs, Calendar, Meet, and Chat.

- Expertise in troubleshooting SSO, SAML, OAuth, authentication, access, sharing, and synchronization issues.

- Good understanding of HTTP, DNS, TCP/IP, TLS/SSL, and networking fundamentals.

- Experience in L1/L2 support environments with solid incident and ticket management skills.

- Familiarity with ITIL v4 processes, SLA management, and service operations.

- Ability to perform root cause analysis, log analysis, and issue diagnostics.

- Exposure to Google Admin Console, user management, and licensing administration.

- Basic knowledge of scripting or automation (Python, PowerShell, JavaScript, Shell scripting) is preferred.

- Excellent verbal and written communication skills with strong customer-handling abilities.

- Experience supporting enterprise customers, SaaS applications, or cloud-based collaboration platforms is highly desirable.

- Certifications such as Google Workspace Administrator, Google Cloud Digital Leader, or ITIL Foundation will be an added advantage.

📌 Cloud Collaboration Support Engineer (Google Workspace) (Chennai)
🏢 Tata Consultancy Services
📍 Chennai