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Atos · 3 days ago

Google Workspace Support Engineer

United States

Full-time

Remote

Senior Level

5+ years exp

Atos Group is a global leader in digital transformation, and they are seeking a Google Workspace Support Engineer. This role involves supporting clients across Google Workspace and GCP, ensuring quality support, and driving continuous process improvements.

Business DevelopmentConsultingEnterprise SoftwareInformation ServicesInformation TechnologyOutsourcingSoftware

Responsibilities

Work with a highly skilled global team to support 60+ clients across both Google Workspace and GCP

Assist in support onboarding activities to ensure clients are poised to obtain desired support and have a quality first impression of Atos Support Assist in continuous process improvement efforts for the support processes, standards and tools

Work towards an annual certification process to retain certifications in Google Workspace and maintain our Managed Services standing with public cloud providers

Ensure knowledge bases are continually updated to capture trends, FAQs, tips, how-tos, in an effort to grow the team's troubleshooting acumen

Produce and maintain quality support-oriented metrics both for specific client domains and holistically for the Technical Support team

Key contributor in client Quarterly Business Review (QBR) meetings to articulate the Support delivery experience

Partner closely with peer teams in Sales, Account Management, Finance and Order Management to coordinate a holistic, positive client experience with Atos and our service delivery

Build strategic relationships with Google Support and influence the evolution of Google and Atos support offerings to align with client needs

Qualification

Google WorkspaceGoogle Cloud PlatformSaaS applicationsTechnical supportOperational support processesEmpathyCommunication skillsProblem solvingInterpersonal skillsActive listening

Required

Minimum 5 years of experience operating or supporting a public cloud provider environment (Google Workspace & Google Cloud Platform is preferred), as an administrator or in a senior support or operational role

2+ years experience configuring, integrating or administering SaaS applications required (Google Workspace experience is preferred)

2+ years experience managing distributed, global support teams required

Experience designing, building and delivering support metrics dashboards and reports for client reviews

Strong technical support, empathy, communication, active listening, problem solving, and interpersonal skills

Ability to manage client escalations

Experience designing and implementing operational support processes and driving process improvement through operational maturity frameworks (e.g., ITIL, etc)

Continuous learning mindset with desire to grow self as products, clients and methodologies evolve