Job Description

Innovate. Create. Elevate.

At Ontrac Solutions, we partner with elite engineering organizations to build systems that operate at planetary scale.

About the Role

Ontrac Solutions is hiring a Senior Workspace Support Engineer for a leading Google Cloud partner. In this role, you will serve as a senior, customer-facing escalation point responsible for diagnosing complex Google Workspace issues, improving support operations, and mentoring other engineers—while delivering an exceptional, consultative support experience.

This organization provides 24x7 global support, so comfort with rotational schedules and participation in on-call rotations is essential.

What You’ll Do (Responsibilities)

• Isolate, troubleshoot, and resolve customer issues to a satisfactory outcome.

• Guide customers on best practices for setup/configuration to achieve desired results.

• Analyze legacy practices/data and configure appropriately in new environments.

• Conduct customer reviews prior to release to confirm acceptance of data/configuration.

• Maintain accurate activity records and timely updates for reporting and (where applicable) billing.

• Improve and contribute to knowledge articles and support processes (including ServiceNow incident management enhancements).

• Manage escalations, defect/problem resolution, and ensure crisp handoffs across teams (Incident Managers, Engineers, Account Management).

• Act as a trusted ambassador in customer interactions; collaborate with partners and internal workgroups.

Required Credentials (Must-Have)

• Associate Google Workspace Administrator Certification (required).

• ChromeOS and Okta certifications expected to be completed within the first 90 days.

Required Qualifications

• 5+ years supporting Google Workspace in a production support environment.

• Comfortable with rotational and weekend shifts and participating in on-call.

• Advanced knowledge of Google Voice, ChromeOS Management, and Device Management.

• Intermediate knowledge of GCDS.

• Strong incident management and ticketing discipline; experience with tools like ServiceNow and/or JIRA.

• Proven ability to handle escalations and mentor teammates.

• Excellent written/verbal communication with the ability to communicate effectively with executive-level stakeholders.

• Strong analytical skills; ability to manage multiple workstreams in a deadline-driven environment.

• Experience producing technical assets/documentation (e.g., architecture designs, technical docs).

Nice-to-Have (Helpful Qualifications)

• Familiarity with CMS tools (SharePoint, Jive, Drupal, WordPress).

• Familiarity with AODocs.

• Scripting skills (Python, JavaScript, Google Apps Script).

• Strong grasp of best practices, design patterns, and reference architectures.

Working Model, Travel, and Expectations

• Environment: 24x7 global support organization with rotational schedules.

• Customer-facing time: approximately 50%.

• Travel: approximately 10% to customer sites, conferences, and related events.

• Onboarding: first-week orientation plus structured 90-day onboarding.

How Success Is Measured

Success is defined by the breadth and quality of your contributions, your support outcomes, customer feedback at ticket close, collaboration, and the consultative polish you bring to customer interactions. Growth tracks are available across engineering and management.