Tier 3 Support Engineer (Google Workspace Specialist

Tier 3 Support Engineer (Google Workspace Specialist)

Location:

Remote US (Must be local to San Francisco, CA) Duration: 12 Months

Position Overview:

We are seeking an experienced and highly skilled Tier 3 IT Support Engineer to provide expert-level technical support and advanced troubleshooting for enterprise IT systems. This role serves as the highest escalation point for complex technical issues, working closely with engineering and operations teams to ensure stable and secure IT services. The ideal candidate will drive deep technical analysis and resolve advanced enterprise-level infrastructure and Google Workspace challenges.

Day-to-Day Responsibilities:

• Provide advanced Level 3 support for escalated technical incidents affecting enterprise users, systems, and infrastructure.
• Handle complex Google Workspace tickets including ChromeOS, device management, and Android/iOS device management.
• Troubleshoot and resolve advanced issues related to Windows, macOS, networking, cloud services, identity management, and endpoint platforms.
• Act as the final escalation point for unresolved incidents from Tier 1 and Tier 2 support teams.
• Perform deep technical analysis, root-cause identification, and long-term corrective action for recurring issues.
• Ensure strict SLA adherence, manage escalations, and contribute to continuous service improvement initiatives and knowledge article creation.

Top 3

Required Skills:

• Google Workspace Administration & Troubleshooting: 8+ years of advanced experience (including ChromeOS and device management).
• Enterprise IT Support & System Administration: 8+ years of experience supporting Windows, macOS, and Chrome environments.
• ITIL Process Management: 6+ years of experience with incident, problem, change, and release management.

Additional Desired

Skills:

• Experience with Android and iOS mobile device management (MDM).
• SLA management and knowledge base article creation/review.
• Strong understanding of identity management and endpoint platforms.
• Experience performing structured root-cause analysis (RCA) for recurring technical issues.

Ideal Candidate Profile:
The ideal candidate is a seasoned IT professional with over 8 years of enterprise support experience, possessing unmatched subject-matter expertise in Google Workspace and ChromeOS. They are a logical, analytical troubleshooter who thrives on solving the most complex, escalated infrastructure issues. This candidate is highly collaborative, process-driven (ITIL aligned), and excels at translating technical solutions into structured knowledge articles.