Key Skills: GCP, Admin, Technical Support

Roles and Responsibilities:

• Owns end-to-end handling of Google Account Recovery cases, ensuring timely and secure resolution.
• Validates user identity, domain ownership, and authorization using defined verification processes.
• Investigates and resolves account access issues while adhering to security, trust, and privacy policies.
• Identifies potential fraud and social engineering attempts and takes appropriate preventive actions.
• Applies strong judgment in high-risk scenarios to protect user accounts and organizational assets.
• Maintains accurate, detailed, and audit-ready documentation for all recovery cases and actions taken.
• Communicates clearly and empathetically with users during sensitive account recovery situations.
• Escalates complex or high-risk cases to appropriate teams following defined escalation protocols.
• Ensures adherence to Service Level Objectives (SLOs) and Standard Operating Procedures (SOPs).
• Collaborates with internal teams to improve recovery workflows and enhance security measures.
• Monitors trends in account recovery issues to identify process improvements and risk mitigation opportunities.
• Supports continuous improvement initiatives related to account security, fraud prevention, and customer experience.

Skills Required:

Must-Have

(Ideally should be at least 3 years of hands-on with Linux Infra)

• End-to-end ownership of Google Account Recovery cases
• Strong understanding of GCP, admin roles, domain ownership & recovery workflows
• Ability to validate identity, domain ownership & authorization
• Zero-error execution of security, trust & privacy policies
• High-judgment decision-making under fraud/social engineering scenarios
• Fraud sensing & prevention
• Accurate, audit-ready documentation
• Clear, empathetic communication
• Escalation of high-risk cases
• Adherence to SLOs and SOPs
• Bachelor's in science
• Associate Google Workspace Administrator certification
• 2–3 years' experience in Account Recovery or high-trust support role
• CEFR B2 proficiency

Good-to-Have

• 3+ years cloud experience with strong GCP proficiency
• GCP ACE and/or ML certifications

Education: Bachelor’s Degree in related field