Join DoiT as a GCP Product Support Specialist/Billing Specialist. You will deliver high-quality SaaS application and billing support for Google Cloud Platform customers. As part of the Client Services team, you'll analyze customer billing, troubleshoot issues, and create and enhance documentation.
What You'll Do
- Operate as a DoiT expert on Google Cloud Platform (GCP) billing inquiries.
- Analyze customer billing lines, identify discrepancies, and flag issues.
- Respond urgently to new and escalated customer support issues, including working with cloud vendors.
- Keep the team informed on new product information, procedures, and GCP trends.
- Triage, troubleshoot, and resolve customer support requests.
- Ensure all issues are documented and logged in DoiT tooling.
- Prioritize and manage multiple open issues simultaneously.
- Talk clients through problem-solving steps via phone, email, or chat.
- Inform account and Product Support teams of impacting customer issues.
- Identify common problems and create knowledge base articles, FAQs, and videos.
- Collaborate with the technical writing team to enhance and create product documentation.
- Maintain exceptional communication and positive relationships with customers and team members.
What We're Looking For
- 3+ years in a technical support role in a B2B SaaS environment.
- 1-2+ years experience with Google Cloud Platform (GCP) billing.
- Experience creating and enhancing documentation for Product Support and internal staff.
- Experience with a Ticketing/Case Management System 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.
- A 'be curious' personality, 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/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 will 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 role open to candidates located in Portugal, Eastern Europe, the UK, Ireland, or Spain.
DoiT cultivates an inclusive and equitable workplace where diversity is our strength.
