Google Workspace Support Engineer

The future is our choice

About Atos Group

Atos Group is a global leader in digital transformation with c. 70,000 employees and annual revenue of c. € 10 billion, operating in 67 countries under two brands — Atos for services and Eviden for products. European number one in cybersecurity, cloud and high-performance computing, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. Atos is a SE (Societas Europaea) and listed on Euronext Paris.

Google Workspace Support Engineer

Preferred timezones: Eastern/Central Time USA

Your Life As a GWS / GCP Support Technician:

• 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. 

Your Expertise:

• 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.
• Experience in client-facing technology delivery or support roles preferred. 
• Bachelor’s Degree preferred.