Support Engineer

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Gannett Co., Inc. (NYSE: GCI) is a diversified media company with expansive reach at the national and local level dedicated to empowering and enriching communities. We seek to inspire, inform, and connect audiences as a scalable, growth focused media and digital marketing solutions company. We endeavor to deliver essential content, marketing solutions, and experiences for curated audiences, advertisers, consumers, and stakeholders by leveraging our diverse teams and suite of products to enrich the local communities and businesses we serve. Our current portfolio of trusted media brands includes the USA TODAY NETWORK, comprised of the national publication, USA TODAY, and local media organizations in the United States, and Newsquest, a wholly-owned subsidiary operating in the United Kingdom. Our digital marketing solutions brand, LocaliQ, uses innovation and software to enable small and medium-sized businesses to grow, and USA TODAY NETWORK Ventures, our events division, creates impactful consumer engagements, promotions, and races. Gannett open roles are featured on various external job boards. When applying to a position at Gannett, you should be completing an application on Gannett Careers via Dayforce. Job postings directing you to complete an application on other external sites may not be valid. To connect with us, visit www.gannett.com

We are looking for a motivated and customer-focused Support Engineer. The Support Engineer will be a key point of contact for our customers, providing timely and effective technical assistance for Google Workspace through various channels. This role will be responsible for resolving support inquiries, performing basic service tasks, and empowering our customers through engaging training sessions. This is an excellent opportunity for someone with a strong background in Google Workspace and Google Workspace administration, a natural technical aptitude, excellent written and verbal communication skills, and a passion for helping others succeed.

Responsibilities

Customer Support:

• Respond promptly and professionally to customers’ Google Workspace support tickets submitted through our ticketing system.
• Answer and manage incoming Google Workspace support calls, providing clear and concise troubleshooting guidance.
• Diagnose and resolve technical issues related to Google Workspace and other services.
• Document all support interactions, solutions, and resolutions accurately and thoroughly.
• Escalate complex issues to senior technical staff when necessary, ensuring proper hand-off and follow-up.
• Maintain a high level of customer satisfaction through proactive communication and effective problem-solving.
  
  

Basic Service Jobs

• Perform routine Google Workspace service requests, including, but not limited to, domain additions and swaps
• Assist customers with the setup and configuration of Google Workspace accounts.
• Implement basic email authentication protocols such as DMARC.
• Complete Google Workspace cybersecurity audits and implement cybersecurity remediation projects.
• Follow established procedures and documentation for all service tasks.
• Ensure timely and accurate completion of service requests.
  
  

Facilitate Training

• Deliver engaging training sessions (both individual and group) on Google Workspace applications with pre-defined training materials.
  
  

Qualifications

• Associate Google Workspace Administrator Certification, or the ability to obtain certification within 90 days.
• Minimum of 1+ years of experience in a Google Workspace Administrator role, technical support role, or similar customer-facing technical position.
• Exceptional written and verbal communication skills, with the ability to explain technical concepts clearly and concisely to both technical and non-technical audiences.
• Strong understanding of Google Workspace services and the Google Admin console.
• Strong understanding of basic networking concepts (DNS, domains, etc.).
• Familiarity with email authentication protocols (SPF, DKIM, DMARC).
• Proficiency with support ticketing systems and knowledge base platforms.
• Excellent problem-solving and troubleshooting skills.
• Proficiency in scripting languages such as Python, Bash, or PowerShell is a plus.
  
  

The annualized base salary for this role will range between $70,000 and $75,000.  Base compensation is reflective of many factors, including, but not limited to, the market in which one lives/works, individual education level, skills, certifications and experience. Note: variable compensation is not reflected in these figures and based on the role, may be applicable.

Gannett Co., Inc. is a proud equal opportunity employer committed to building and maintaining a diverse workforce. As such, we will consider all qualified applicants for employment and do not discriminate in connection with employment decisions on the basis of an applicant or employee’s race, color, national origin, ethnicity, ancestry, citizenship status, sex, gender, gender identity, gender expression, religion, age, marital status, personal appearance (including height and weight), sexual orientation, family responsibilities, physical or mental disability, medical condition, pregnancy status (including childbirth, breastfeeding or related medical conditions), education, genetic characteristics or information, political affiliation, military or veteran status or other classifications protected by applicable federal, state and local laws in the jurisdictions where Gannett employs employees. In addition, Gannett Co., Inc. will provide applicants who require a reasonable accommodation, as a result of an applicant’s disability or religion, to complete this employment application and/or any other process in connection with an individuals’ application for employment with Gannett Co., Inc. Applicants who require such accommodation should contact Gannett Co., Inc.’s Recruitment Department at Recruit@gannett.com.