Google Workspace Engineer (2nd Level Support)

OBI Smart Technologies is a joint venture between OBI and Reply Group, responsible for co-designing, building, and operating mission-critical digital platforms for commerce, customer service, and omnichannel retail. They focus on implementing standardized processes and scalable digital products to support one of Europe’s largest DIY retailers, advancing internationalization and delivering consistent business-critical solutions.

• 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 (e.g., header analysis, 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.

• 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.