Job Description
GWS Tech Support Lead
The GWS L1 Support Lead is the highest technical authority within the front-line support tier. You will be responsible for the technical integrity of the Google Workspace environment, overseeing complex configurations, security investigations, and the technical enablement of the L1 agent pool. You don't just manage the queue; you manage the health, security, and optimization of the entire Workspace tenant.
Key Responsibilities
1. Advanced Technical Escalation & Resolution
Support: Act as the final technical stop for L1 agents before a ticket is moved to L2 or Google Premier Support.
Mail Flow Architecture: Troubleshoot complex delivery issues involving MX records, SPF, DKIM, and DMARC failures across multiple domains.
API & Integration Support: Oversee basic troubleshooting for third-party AppSheet integrations and Marketplace apps connected to the GWS environment.
2. Security & Compliance Enforcement
Incident Investigation: Lead investigations using the GWS Security Investigation Tool to identify malicious emails, file-sharing anomalies, or unauthorized access attempts.
Data Loss Prevention (DLP): Design and audit DLP rules to prevent sensitive company data from leaving the Google Drive or Gmail environment.
Vault & eDiscovery: Manage legal holds and data exports within Google Vault for HR or Legal department requests.
3. Platform Optimization & Governance
Release Management: Stay ahead of the Google Workspace roadmap; test new features in a sandbox and decide when to roll them out to the production environment.
Directory Management: Oversee the sync between the company's Identity Provider (Okta, Azure AD) and Google Cloud Directory Sync (GCDS).
Chrome & Mobile Management: Lead the configuration of Chrome Browser policies and Mobile Device Management (MDM) for corporate-enrolled devices.
