L2 Support Engineer - Google Cloud

Job Requirements*

Essential Skills & Experience

• Expertlevel Google Workspace product and architecture knowledge, including crossproduct dependencies and enterprise deployment patterns
• Deep understanding of identity, authentication, authorization, and access control across Workspace and external identity providers-
• Deep knowledge of SAML/SSO, 2FA, and Identity Providers (Okta, Azure AD).
• Google Apps Script / AppScript: Development and troubleshooting of scripts used for automation, validation, reporting, and advanced admin workflows
• Strong foundations in networking, DNS, APIs, HTTP flows, identity chains, and email transport

Key Responsibilities*

• Deliver advanced, endtoend technical support across the complete Google Workspace ecosystem, including Gmail, Drive, Calendar, Meet, Chat, Admin Console, Vault, security controls, and enterprise integrations
• Own complex, multiproduct, enterprisegrade cases from intake through resolution, operating under stringent enterprise SLOs for responsiveness, resolution, and customer communication
• Perform deep technical diagnostics across identity, security, networking, email, APIs, and Workspace configurations to isolate root cause in ambiguous and nonstandard failure scenarios
• Manage highseverity escalations, acting as the technical interface between customers and Google Engineering, SRE, and Product teams
• Identify, document, and track suspected product defects, producing engineeringquality escalation artifacts and following issues through the bug lifecycle
• Provide strategic technical guidance to enterprise administrators on architecture, configuration, security posture, automation strategy, and bestpractice adoption (advisory only; no managed services execution)
• Use programming and scripting to analyze issues, automate administrative actions, validate configurations, and accelerate resolution of complex cases
• Develop and maintain scripts, tools, and automation artifacts to improve efficiency, consistency, and diagnostic accuracy within EGS operations
• Act as a technical mentor and escalation authority, supporting lowertier engineers through consults and structured knowledge transfer
• Contribute to and curate internal knowledge bases, advanced troubleshooting guides, and reusable automation assets
• Operate strictly within EGS scope, excluding billing disputes, contractual discussions, enterprise quotetocash processes, or implementation ownership