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:
1. 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.
2. 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.
3. 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.
4. 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.
