DoiT International is looking for a GCP Product Support Specialist/Billing Specialist to provide expert SaaS application and billing support for Google Cloud Platform customers. In this role, you'll operate as a DoiT expert on GCP billing, troubleshoot customer issues, and enhance product documentation.
What You'll Do
- Operate as a DoiT expert on Google Cloud Platform (GCP) billing inquiries.
- Analyze customer billing lines with engineering tools and point out discrepancies or red flags.
- 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 in 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 several open issues at one time.
- Talk clients through a series of 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 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 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
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 more than a goal—it's our strength. We actively cultivate an inclusive, equitable workplace, recognizing that each unique perspective enhances our innovation.
