DoiT International is hiring a GCP Product Support Specialist/Billing Specialist to provide application and billing support for Google Cloud Platform customers. You'll act as an expert on GCP billing, troubleshoot support requests, and work directly with customers to resolve their issues.
What You'll Do
- Operate as the DoiT expert on Google Cloud Platform (GCP) billing inquiries.
- Analyze customer billing lines with engineering tools to identify discrepancies.
- Respond urgently to new and escalated customer support issues, including working with cloud vendors.
- Inform the team of new information related to products, procedures, and trends for GCP.
- Triage, troubleshoot, and provide resolution for customer support requests.
- Ensure all issues have detailed documentation and are logged in DoiT tooling.
- Prioritize and manage multiple open issues simultaneously.
- Talk clients through actions via phone, email, or chat to solve technical issues.
- Ensure appropriate account and Product Support teams are informed of impacting customer issues.
- Identify common problems and create knowledge base articles, FAQs, and videos.
- Work with the technical writing team to enhance existing and create new product documentation.
- Maintain exceptional communication and positive business relationships with customers and team members.
What We're Looking For
- 3+ years in a technical support role or similar within a B2B SaaS environment.
- 1-2+ years of experience with Google Cloud Platform (GCP) billing.
- Experience creating and enhancing documentation for Product Support and internal staff.
- Experience with Ticketing/Case Management Systems like Salesforce, Zendesk, or ServiceNow at an administrative level.
- Ability to troubleshoot and resolve customer software problems, including experience with bug tracking systems like Jira.
- A service mindset with strong 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 be self-motivated to learn and develop professional competencies and certifications.
Nice to Have
- GCP Digital Cloud Leader certification.
- A willingness to learn technical or analytical tools to provide product and customer support.
- Some experience with finance or data analytics tools like Tableau, Domo, etc., and SQL knowledge.
Technical Stack
- Google Cloud Platform (GCP)
- Salesforce, Zendesk, ServiceNow
- Jira
- Tableau, Domo
- SQL
Team & Environment
You'll be part of the Client Services team.
Benefits & Compensation
- Unlimited Vacation
- Flexible Working Options
- Health Insurance
- Parental Leave
- Employee Stock Option Plan
- Home Office Allowance
- Professional Development Stipend
- Peer Recognition Program
Work Mode
This is a remote position open to candidates in Eastern Europe, the UK, Ireland, and Spain.
DoiT unites as Many Do’ers, One Team, where diversity is our strength. We actively cultivate an inclusive, equitable workplace, recognizing that each unique perspective enhances our innovation.
