Senior Product Support Billing Specialist (AWS/GCP)

at  DoiT

LOCATION

Our Senior Senior Product Support Specialist / Billing Specialist, will be an integral part of our Client Services team. The role is based remotely in Colombia, and we are open to hiring in other regions of LATAM.

WHO WE ARE

DoiT is a global technology company that works with cloud-driven organizations to leverage the cloud to drive business growth and innovation. We combine data, technology, and human expertise to ensure our customers operate in a well-architected and scalable state - from planning to production.
Delivering DoiT Cloud Intelligence, the only solution that integrates advanced technology with human intelligence, we help our customers solve complex multicloud problems and drive efficiency.
With decades of multicloud experience, we have specializations in Kubernetes, GenAI, CloudOps, and more. An award-winning strategic partner of AWS, Google Cloud, and Microsoft Azure, we work alongside more than 4,000 customers worldwide.

THE OPPORTUNITY

We are a team of support professionals who love working with other people to solve challenging technical problems. We are committed to personal development and enjoy sharing our knowledge and experience. We work hands-on, side-by-side with our customers to educate, mentor, advise, and solve problems to make sure they are getting the most out of what our product has to offer.
We are looking for a self-motivated and goal-oriented individual who will be responsible for providing world-class Saas application support in a fast-paced environment. The ideal candidate will have a technical background and customer facing experience supporting cloud computing products, services, and solutions.

QUALIFICATIONS

• 3+ years in a technical support role or similar in a B2B SaaS environment
• 1-2+ years experience with Google Cloud Platform (GCP) and/or Amazon Web Services (AWS) billing experience
• Experience creating and enhancing documentation for the Product Support organization and internal staff
• Some knowledge with Ticketing / Case Management System like Salesforce, Zendesk, or ServiceNow at an Administrative level
• The ability to troubleshoot and resolve customer software problems, including having worked with bug tracking systems like Jira or something similar
• A service mindset, with a strong sense of empathy, awareness of team dynamics and conflict resolution skills
• Good communication, presentation and interpersonal skills
• Good analytical and problem solving skills
• Embody a “be curious” personality and self-movitaved to learn and develop professional competencies / certifications

• Be the expert on Google Cloud Platform (GCP) and/or Amazon Web Services (AWS) billing enquiries (become the subject matter expert)
• Analyze customer billing lines with the help of the provided engineering tools and point out any discrepancies or red flags to the engineering team responsible for the pipeline
• Respond with a sense of urgency to escalated customer support issues, including working with Cloud vendors if issues arise
• Inform the team of all new information related to products, procedures, and trends
• Triage, troubleshoot, and provide resolution for customer support requests
• Prioritize and manage several open issues at one time
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
• Ensure the appropriate Account Management team members and the Product Support teams are informed of any impacting issues the customer is experiencing
• Ensure all issues are properly logged
• Identify common problems and create knowledge base articles, FAQs, and videos based on these insights
• Work with our technical writing team to enhance existing product documentation and help with the creation of new feature documentation based on technical specifications and collaboration with engineers
• Maintain jovial relationships with clients
• Minimal On-call may be required, and if so will be compensated for