Senior Product Support Billing Specialist

Summary

Join DoiT's Client Services team as a Senior Product Support Specialist/Billing Specialist, working remotely from Colombia or other LATAM regions. You will be a subject matter expert on GCP and/or AWS billing, analyzing customer billing, resolving escalated support issues, and collaborating with engineering and account management teams. This role requires strong technical skills, experience in a B2B SaaS environment, and excellent communication abilities. You will create knowledge base articles and enhance product documentation. DoiT offers a flexible work environment, unlimited PTO, health insurance, parental leave, and various other benefits to support your professional and personal growth.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• GCP Digital Cloud Leader or AWS Cloud Practitioner certification
• A willingness to learn some python skills and use Jupyter notebook analytical tools which engineers provide is a plus!
• Some experience with finance or data analytics tools like Tableau, Domo, etc., and SQL knowledge is a plus!

Benefits

• Unlimited PTO
• Flexible Working Options
• Health Insurance
• Parental Leave
• Employee Stock Option Plan
• Home Office Allowance
• Professional Development Stipend
• Peer Recognition Program