Job Details
We are hiring a Gemini Enterprise Support & Enablement Specialist to build a durable process framework for managing how Gemini Enterprise support requests are received, classified, routed, and resolved across the organization.
You will design and run a streamlined intake-to-resolution pipeline in partnership with the service desk, IT operations, security, and product teams, and serve as the in-house subject matter expert who helps end users get real value from Gemini Enterprise.
Key Responsibilities
- Build and run the support request pipeline
- Design an intake process that captures the right information up front (user, license tier, feature or agent involved, error text, reproduction steps, business impact).
- Define and maintain a classification taxonomy for new requests - e.g. how-to / user support, access and licensing issue, configuration or admin issue, data connector or integration issue, suspected product defect, security or compliance concern, feature request, etc.
- Establish routing rules that send each category to the right team (service desk, Google Workspace/Cloud admins, identity and access, security, data owners, vendor management) with clear SLAs and hand-off criteria.
- Partner with ITSM platform owners to implement automation (forms, triage rules, auto-categorization, templates, dashboards) in the existing ticketing tools.
- Track pipeline metrics: volume by category, time to triage, time to resolution, reassignment rate, escalation rate, repeat issues, and user satisfaction.
- Own vendor escalation to Google
- Determine when an issue is a true product problem versus a configuration or user issue, and document the troubleshooting already completed before escalating.
- Open, prioritize, and manage cases with Google, maintaining clear business-impact statements and reproducible evidence.
- Act as the primary point of contact with Google support, track case status through resolution, and relay updates to internal stakeholders.
- Maintain a known issues log and workarounds library so repeat problems are resolved internally.
- Use formal escalation sparingly, only when a case is stalled or a process has broken down.
Serve as the Gemini Enterprise subject matter expert
Answer end-user questions on features, agents, prompting, connected data sources, and best practices.
Publish tips, quick-start guides, FAQs, and short how-to content to maximize adoption and value.
Run office hours, live demos, and training sessions; contribute to the AI Community of Practice.
Identify high-value use cases by role or department and coach teams on adopting them.
Monitor Gemini Enterprise release notes and feature changes, and translate them into internal guidance.
Continuous improvement
- Analyze support trends to find gaps in training, documentation, configuration, or governance, and feed insights back to the relevant owners.
- Provide structured product feedback and feature requests to Google through appropriate channels.
- Ensure support practices align with enterprise AI governance, data protection, and regulatory requirements.
Required Qualifications
- [4+] years in IT support, service management, product support, or technical enablement roles.
- Hands-on, in-depth expertise with Gemini Enterprise (and ideally the broader Google Workspace and Google Cloud ecosystem), including administration, licensing tiers, connectors, and agents.
- Experience designing or improving ticket triage, classification, and routing workflows in an ITSM platform (e.g., ServiceNow, Jira Service Management).
- Experience managing vendor support cases and escalations, including prioritization and SLA tracking.
- Strong troubleshooting skills across identity/SSO, permissions, data access, and SaaS integrations.
- Excellent written and verbal communication; able to explain AI tools clearly to non-technical audiences.
- Comfort working across many teams without direct authority.
Preferred Qualifications
- Google Cloud or Google Workspace certifications.
- Experience supporting generative AI tools in a regulated environment, with familiarity with privacy, security, and compliance considerations for sensitive data.
- Experience with process automation or light scripting (workflow rules, APIs, Python) and with building dashboards.
- Experience building training content or running a user community.