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Senior Product Support Billing Specialist (AWS/GCP)

Posted 16 days agoViewed

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💎 Seniority level: Senior, 3+ years in a technical support role

📍 Location: Colombia, LATAM

🔍 Industry: Cloud technology

🏢 Company: DoiT👥 501-1000💰 $100,000,000 Series A over 5 years agoInternet of ThingsBig DataCloud ComputingRoboticsAnalyticsInformation Technology

⏳ Experience: 3+ years in a technical support role

🪄 Skills: AWSSQLData AnalysisGCPJiraDocumentationCustomer support

Requirements:
  • 3+ years in a technical support role or similar in a B2B SaaS environment.
  • 1-2+ years experience with GCP and/or AWS billing.
  • Experience in creating and enhancing documentation for Product Support.
  • Some knowledge of Ticketing/Case Management Systems like Salesforce or Zendesk.
  • Analytical problem solving skills and good communication skills.
Responsibilities:
  • Be the expert on Google Cloud Platform (GCP) and/or Amazon Web Services (AWS) billing inquiries.
  • Analyze customer billing lines and point out discrepancies to the engineering team.
  • Respond urgently to escalated customer support issues and work with cloud vendors.
  • Ensure the Account Management and Product Support teams are informed of customer issues.
  • Triage, troubleshoot, and resolve customer support requests across multiple channels.
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🔥 Senior Product Support Billing Specialist (AWS/GCP)
Posted 16 days ago

📍 Colombia, other regions of LATAM

🧭 Full-Time

🔍 Cloud technology

  • 3+ years in a technical support role or similar in a B2B SaaS environment.
  • 1-2+ years experience with GCP and/or AWS billing.
  • Experience creating and enhancing documentation for the Product Support organization.
  • Some knowledge with Ticketing/Case Management Systems like Salesforce, Zendesk, or ServiceNow.
  • Ability to troubleshoot customer software problems including bug tracking systems like Jira.
  • Strong service mindset and conflict resolution skills.
  • Good communication, presentation, and analytical skills.
  • Self-motivated and eager to learn and develop professional competencies.
  • Be the expert on GCP and/or AWS billing enquiries.
  • Analyze customer billing lines and point out discrepancies to engineering.
  • Respond urgently to escalated issues and liaise with Cloud vendors.
  • Inform the team of new product information and trends.
  • Triage and provide resolution for customer support requests.
  • Guide clients through technical troubleshooting.
  • Log all issues properly and create knowledge base content.
  • Enhance product documentation with technical writing team.
  • Maintain positive relationships with clients.
  • Minimal On-call may be required.

AWSPythonSQLData AnalysisGCPJiraDocumentationTechnical support

Posted 16 days ago
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