GCP Product Support Specialist / Billing Specialist, Remote Spain

Location

Our Product Support Specialist / Billing Specialist will be an integral part of our Client Services team. The role is based remotely in Eastern Europe, the UK, Ireland and Spain.

Overview

DoiT is a global technology company that works with cloud-driven organisations to leverage the cloud to drive business growth and innovation. We combine data, technology, and human expertise to ensure our customers operate in a well-architected and scalable state - from planning to production. Delivering DoiT Cloud Intelligence, the only solution that integrates advanced technology with human intelligence, we help our customers solve complex multicloud problems and drive efficiency. With decades of multicloud experience, we specialise in Kubernetes, GenAI, CloudOps, and more. An award-winning strategic partner of AWS, Google Cloud, and Microsoft Azure, we work alongside more than 4,000 customers worldwide.

The Opportunity

We are a team of support professionals who love working with other people to solve challenging technical problems. We are committed to personal development and enjoy sharing our knowledge and experience. We work hands-on, side-by-side with our customers to educate, mentor, advise, and solve problems to make sure they are getting the most out of what our product has to offer. We are looking for a self-motivated and goal-oriented individual who will be responsible for providing world-class SaaS application and billing support in a fast-paced environment. The ideal candidate will have a technical background and customer facing experience supporting cloud computing products, services, and solutions.

Responsibilities

• Operate as a DoiT expert on Google Cloud Platform (GCP) billing inquiries
• 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 both new and 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 in relation to GCP
• Triage, troubleshoot, and provide resolution for customer support requests
• Ensure all issues have detailed documentation and are appropriately logged in DoiT tooling
• 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 team members are informed of any impacting issues the customer is experiencing
• 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 exceptional communication and positive business relationships with DoiT customers and team members

Qualifications

Bonus Points

Benefits

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