DoiT International

Cloud Billing Support Specialist

DoiT International

full-time

Posted on:

Origin:  • 🇪🇸 Spain

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Job Level

Mid-LevelSenior

Tech Stack

AWSAzureCloudGoogle Cloud PlatformKubernetesServiceNowSQLTableau

About the role

  • Provide world-class SaaS application and billing support for Google Cloud Platform (GCP)
  • Analyze customer billing lines using engineering tools and flag discrepancies to engineering teams
  • Respond urgently to new and escalated customer support issues and liaise with cloud vendors
  • Triage, troubleshoot, and resolve customer support requests; document all issues in DoiT tooling
  • Communicate impacting issues to account and product support teams; manage multiple open issues
  • Create knowledge base articles, FAQs, and videos; collaborate with technical writers and engineers to enhance documentation
  • Maintain exceptional communication and positive business relationships with DoiT customers and team members.

Requirements

  • 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
  • Experience creating and enhancing documentation for the Product Support organization and internal staff
  • Experience 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-motivated to learn and develop professional competencies / certifications