Google Workspace Engineer (2nd Level Support) (B2B)

Responsibilities

We are looking for a Google Workspace Engineer who wants to take ownership of enterprise collaboration support and contribute to the evolution of modern workplace environments.

You will work within an international support organization, ensuring stable and efficient operation of Google Workspace services while driving improvements in automation, documentation, and support processes. You will collaborate closely with engineering teams, service providers, and business stakeholders to deliver high-quality support and continuous service optimization.

Your key responsibilities include:

• Take ownership of 2nd Level Support activities across the Google Workspace ecosystem, ensuring structured ticket handling and operational transparency.
• Support and maintain collaboration platforms including Gmail, Drive, Groups, and Vault, ensuring stable and reliable service delivery.
• Act as a coordination point between 1st Level Support, engineering teams, and external service providers.
• Perform advanced troubleshooting and root cause analysis including log analysis, mail tracing, header analysis, and HAR investigations.
• Manage user lifecycle processes including onboarding, offboarding, license management, and group administration using tools such as Adaxes and GAM.
• Drive documentation quality and operational excellence through SOP creation, knowledge base management, and shift-left initiatives.
• Contribute to automation and continuous improvement initiatives while supporting IAM topics such as SSO integrations and authentication flows.

Qualifications

• Completed university degree in Computer Science, Business Informatics, or a comparable field.
• Hands-on experience with Google Workspace administration in enterprise environments.
• Strong understanding of Google Workspace Admin Console and services such as Gmail, Drive, Groups, and Vault.
• Experience with troubleshooting methodologies, log analysis, and mail or web diagnostics, such as header analysis and HAR files.
• Solid knowledge of Identity and Access Management concepts and SSO technologies such as SAML or ADFS.
• Experience with automation tools such as GAM, Google Apps Script, or low-code platforms.
• ITIL Foundation certification and Google Workspace certifications.
• Strong communication skills in English and Polish, with readiness to work in a hybrid model in Katowice.

Nice to have

• Experience working with ITSM tools such as helpLine or similar platforms.
• Experience with process automation, workflow optimization, and operational improvements.
• Experience working in large-scale or distributed enterprise environments.