Cloud Collaboration Support Engineer (Google Workspace)

Tata Consultancy Services; Chennai District; On-site; INR 600,000 - 800,000; Full time

Job summary

Tata Consultancy Services is seeking an experienced Google Workspace support specialist to provide L1/L2 technical assistance for Drive, Docs, Calendar, Meet, and Chat. You will troubleshoot authentication and access issues, manage incidents and SLAs, and contribute to knowledge bases and runbooks.

The role requires strong communication, ITIL-friendly processes, and scripting basics to automate common tasks and improve service delivery for enterprise customers.

Qualifications

• 3-6 years of experience in Technical Support or Cloud/Collaboration Tools support.
• Hands-on Google Workspace administration and support.
• Strong knowledge of Google Drive, Docs, Calendar, Meet and Chat.
• Expertise in troubleshooting authentication, sharing, and synchronization issues.
• Good understanding of HTTP, DNS, TCP/IP, TLS/SSL, networking fundamentals.
• Experience in L1/L2 support with incident and ticket management.

Responsibilities

• Provide L1/L2 technical support for Google Workspace tools including Drive, Docs, Calendar, Meet, and Chat.
• Troubleshoot authentication, access, sharing, synchronization, and application issues.
• Manage incidents, service requests, and escalations with SLA compliance.
• Perform root cause analysis and document findings for recurring issues.
• Create and maintain knowledge base articles and runbooks.

Skills

Technical support

Incident management

Communication

Root cause analysis

Troubleshooting

SLA management

Tools

Google Workspace Admin Console

SSO/SAML/OAuth

HAR analysis

Python/PowerShell/JavaScript/Shell scripting

Job description

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 strong 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.