Support Engineer Level 1

Why Wursta?

At Wursta, we hire motivated people and give them autonomy, training, and resources to solve problems for our clients and deliver excellent results.  We focus on generating value and are obsessed with internal and external improvement and growth.  And our results speak for themselves.  We have created a new breed of consultants and technical experts in the enterprise cloud industry that combine strong technical know-how with ingenuitive and effective process improvements. 

We offer a holistic, collaborative approach to Cloud productivity that is focused on customer success. Customer success means helping our customers thrive by improving user adoption experience, anticipating, and proactively solving problems, bringing ingenuity to the market, and increasing efficiency both internally and externally.

This position is fully remote for candidates based in San Salvador, El Salvador

About The Job

A Google Worspace Support Engineer is responsible for providing technical support and guidance to customers using Google Workspace services., work closely with customers to address issues, suggest solutions and optimization, and ensure a seamless experience with Google Workspace services. You will be a part of our Next-Generation managed services team that provides 24x7 support utilizing Google Workspace, GCP and other cloud technologies. This position will require participation in 24/7 shift rotation to address off-hours support requests and services monitoring.

Key Responsibilities 

• Diagnosed and resolved customer-reported issues, including Google Workspace core services performance-related problems.
• Manage and prioritize support tickets and incidents, ensuring that customer issues are resolved within agreed-upon service level agreements (SLAs).
• Customer Communication: Maintain clear and transparent communication with customers, keeping them informed about the status of their support requests and providing updates as needed.
• Create and maintain technical documentation, runbooks and knowledge base articles. 
• Provide guidance to users on how to configure and use Google Workspace core services in the best way, Identify and suggest possible improvements.
• Conduct remote troubleshooting sessions.
• Implement customizations and extensions to enhance the functionality of Google Workspace as needed.
• Stay updated on new features and functionalities, sharing this knowledge with the team and end-users.
• Escalate thigh level issues, bugs and services limitation questions to Google Support.
• Monitor all primary communication channels, ensure case triaging and escalation to the responsible internal team
• Provide basic device and OS troubleshooting (Windows, Linux, Chrome macOS)
• Troubleshoot other partner tools/services upon available documentation.

Required Skills 

• Fluent in English and Spanish
• Proven experience in Google Workspace administration for companies of all sizes.
• Proven expertise in SMTP, email migration, security and authentication protocols.
• Strong expertise of administering other Google Workspace core services (Calendar, Drive, Meets, Voice, Vault etc,).
• Strong understanding of cloud-based collaboration and productivity tools.
• Hands-on experience with Windows/Chrome/Mac OS troubleshooting and enterprise device management.
• Working knowledge of DNS, TCP/IP, Active Directory/LDAP and HTTP.
• Knowledgeable of Google Workspace API or API concepts in general.
• Strong Experience with GAM or GAMADV-XTD3.
• Event log, email headers and mail flow analysis.
• Experience using ITSM tool such as Freshservice, and ServiceNow is a plus.

Preferred Qualifications

• A solid understanding of GCP services, infrastructure monitoring, and alerting is a plus
• Google Workspace Administrator Certification
• Other GCP related certification is a plus
• Google Associate Cloud Engineer
• Google Certified Professional - Network Engineer
• Google Certified Professional - Cloud Architect
• Google Certified Professional - Security Engineer
• A Bachelor's degree in Computer Science, related technical field or equivalent experience
• SLA oriented and proactive (all channels phone, email, ticketing system), GWS experience
• Strong problem-solving skills and an analytical mindset.
• High sense of urgency and accountability as well as ability to prioritize individual workload.
• Must be able to work independently as well as part of the team with strong collaboration skills.
• Excellent problem-solving skills and the ability to work well under pressure.
• Good time management skills, able to manage multiple requests simultaneously while requiring little or no oversight and/ or direction.
• Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical stakeholders.
• Willingness to work in shifts, as some support roles may require 24/7 coverage

Interview Process

At Wursta, we're all about positive experiences and creating value. We move fast and adapt to change like nobody's business. Here's what you can expect during our interview process:

• Initial Screen: You'll have a quick 20-30 minute chat with our hiring coordinator. It's just a chance to get to know each other and see if we're a good fit.
• Meet your manager: Next up, you'll spend 45 minutes with the hiring manager. This is your chance to learn more about the role and the team.
• Meet your peers: After that, you'll meet with the team for 60 minutes. This is a great opportunity to see the team dynamic and ask any questions you have.
• Interview with Senior Leadership: You'll then chat with the executive leader for 45 minutes. This is your chance to show off your skills and experience and learn more about the company's vision.
• Meet with our Cofounders: Finally, you'll meet with our Cofounders for 30 minutes. This is a chance to hear their story and learn more about the company's culture.
• Get a decision: We'll get back to you within the week to let you know what's next.

Our Values

We are driven and guided by our shared values. Ask us how we embody these values:

• Make it win-win
• Do it uncommonly well
• Remain humble
• Strive to be better
• We are one team
• Be accountable

About Wursta

Founded in 2014 by a former Googler, Wursta is innovating and growing.  We are building a strong foundational team and establishing many of the elements of culture and ethics that will drive our growth for years to come. We are also establishing partnerships with world-class software companies, like Google.  Our clients range from small and growing organizations to the largest companies in the world. 

Wursta provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

 This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.