Senior Workspace Support Engineer

Join SADA, an Insight Company as a Senior Workspace Support Engineer!

Your Mission

As a Sr Workspace Support Engineer at SADA, you will ensure our customers’ support issues are handled effectively. You will work with highly skilled support engineers focused on providing Google Workspace solutions. The Sr Workspace Support Engineer is responsible for providing technical assistance and guidance to team members and customers, updating knowledge articles, and enacting improvements to our ServiceNow incident management system, as well as being a SADA ambassador to our clients. Participating in on-call rotations, the Sr Workspace Support Engineer must also be technically adept with Google products and be able to seamlessly and effectively partner with other SADA work groups, our partners, and our customers. 

SADA ESS delivers 24x7 support from a variety of locations around the world.  

Responsibilities:

• Isolate and troubleshoot customers’ issues and provide a satisfactory resolution

• Assist client in determining best practices for setup and configuration to achieve the desired result

• Analyze legacy information and practices and configure appropriately in a new environment

• Conduct reviews with customers prior to release to confirm acceptance of data and configuration

• Accurately forecast activation dates and manage implementation appropriately to meet release dates

• Provide superior customer service to all customers

• Perform system setup and configuration while ensuring accuracy of complex data and multi-system integrations

• Maintain advanced knowledge of each product for which you are responsible

• Interpret and understand client business requirements

• Maintain accurate records of all communication received for each client

• Update activity records timely and accurately to ensure accurate reporting and client billing

• Manage defect or problem resolution to drive implementations to completion

• Ensure appropriate hand-offs and communication with Incident Managers, Engineers, and Account Management

• Maintain knowledge of departmental processes and procedures in Knowledge articles 

Pathway to Success 

Our motivation is to provide customers with an exceptional experience in all aspects of their interactions with our support and managed services teams. Your success starts by positively impacting the direction of a fast-growing practice with vision and passion. You will be measured bi-yearly by the breadth, magnitude, and quality of your contributions, your ability to provide the highest quality of support, customer feedback at the close of service tickets, how well you collaborate with your peers, and the consultative polish you bring to customer interactions.  

As you continue to execute successfully, together we will build a customized development plan  that leads you through the engineering or management growth tracks to fulfill your personal goals.. 

Expectations:

Required Travel - 10% travel to customer sites, conferences, and other related events. Customer Facing - 50%

Training - Ongoing with first-week orientation followed by a 90-day onboarding schedule. Details of the timeline can be shared.

Job Requirements

Required Credentials:

• Associate Google Workspace Administrator Certification

• ChromeOS and Okta Certifications will be expected to be completed within the first 90 days of employment

Required Qualifications: 

• 5+ years of experience in handling Google Workspace issues in a support environment 

• Strong individual contributor

• Should be comfortable with rotational and weekend shifts 

• Advanced knowledge in Google Voice, ChromeOS Management, and Device Management 

• Intermediate knowledge of GCDS

• Mentoring the team members about the Product

• Escalation Handling 

• Experience with handling tickets with Incident Management skills are must 

• Outstanding verbal and written communication skills; excellent presentation skills

• Excellent analytical abilities to grasp key points from complicated details

• Must be able to effectively communicate with internal and external executive level customers

• Must be able to multitask and work in a deadline-driven environment

• Be a results-oriented individual who thrives working in a fast-paced environment

• Experience producing technical assets or writing technical documentation, including, but not limited to, architecture designs and documentation

• Time management skills with the ability to manage multiple streams

• Subject Matter Expertise in Google Workspace

• Familiarity with Incident Management Tools like SNOW, JIRA and Reporting out of such tool

Useful Qualifications:

• Familiarity with CMS tools like SharePoint, Jive, Drupal, WordPress.

• Familiarity with AODocs 

• Ability to develop scripts in Python, Javascript, or Google Apps Script

• Understanding of best practices, design patterns and reference architectures with an uncanny ability to recommend these as needed.