Support Engineer
 Gannett | |
 United States, Virginia, McLean | |
 Apr 19, 2025 | |
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We are looking for a motivated and customer-focused Support Engineer. The Support Engineer will be a key point of contact for our customers, providing timely and effective technical assistance for Google Workspace through various channels. This role will be responsible for resolving support inquiries, performing basic service tasks, and empowering our customers through engaging training sessions. This is an excellent opportunity for someone with a strong background in Google Workspace and Google Workspace administration, a natural technical aptitude, excellent written and verbal communication skills, and a passion for helping others succeed. Responsibilities: Customer Support: • Respond promptly and professionally to customers' Google Workspace support tickets submitted through our ticketing system. • Answer and manage incoming Google Workspace support calls, providing clear and concise troubleshooting guidance. • Diagnose and resolve technical issues related to Google Workspace and other services. • Document all support interactions, solutions, and resolutions accurately and thoroughly. • Escalate complex issues to senior technical staff when necessary, ensuring proper hand-off and follow-up. • Maintain a high level of customer satisfaction through proactive communication and effective problem-solving. Basic Service Jobs: • Perform routine Google Workspace service requests, including, but not limited to, domain additions and swaps • Assist customers with the setup and configuration of Google Workspace accounts. • Implement basic email authentication protocols such as DMARC. • Complete Google Workspace cybersecurity audits and implement cybersecurity remediation projects. • Follow established procedures and documentation for all service tasks. • Ensure timely and accurate completion of service requests. Facilitate Training: • Deliver engaging training sessions (both individual and group) on Google Workspace applications with pre-defined training materials. Qualifications • Associate Google Workspace Administrator Certification, or the ability to obtain certification within 90 days. • Minimum of 1+ years of experience in a Google Workspace Administrator role, technical support role, or similar customer-facing technical position. • Exceptional written and verbal communication skills, with the ability to explain technical concepts clearly and concisely to both technical and non-technical audiences. • Strong understanding of Google Workspace services and the Google Admin console. • Strong understanding of basic networking concepts (DNS, domains, etc.). • Familiarity with email authentication protocols (SPF, DKIM, DMARC). • Proficiency with support ticketing systems and knowledge base platforms. • Excellent problem-solving and troubleshooting skills. • Proficiency in scripting languages such as Python, Bash, or Power Shell is a plus. #LI-REMOTE The annualized base salary for this role will range between $70,000 and $75,000. Base compensation is reflective of many factors, including, but not limited to, the market in which one lives/works, individual education level, skills, certifications and experience. Note: variable compensation is not reflected in these figures and based on the role, may be applicable. | |