Senior Product Support Specialist (AWS/ GCP)

Location
Our Senior Product Support Specialist (AWS/ GCP), will be an integral part of our Product Team in North America. The role is based remotely anywhere in the US or Canada.

Who We Are
We enable greatness through the cloud. We thrive on working with fast growing companies around the world to solve both essential and advanced cloud challenges. DoiT provides intelligent technology that simplifies and automates cloud usage, alongside expert consultancy and unlimited technical support, all at no extra cost to our customers. Join our mission where you'll work remotely with a committed, experienced, and global team in a collaborative and supportive culture. We are an award-winning strategic partner of Google Cloud and AWS, we provide intelligent technology, expert consultancy and unlimited technical support for customers across more than 70 countries.

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 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

• Be the expert on Google Cloud Platform (GCP) and/or Amazon Web Services (AWS) billing enquiries (become the subject matter expert)
• 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 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
• Triage, troubleshoot, and provide resolution for customer support requests
• 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 Management team members and the Product Support teams are informed of any impacting issues the customer is experiencing
• Ensure all issues are properly logged
• 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 jovial relationships with clients
• Minimal On-call may be required, and if so will be compensated for

Qualifications

• 3+ years in a technical support role or similar in a B2B SaaS environment
• 1-2+ years experience with Google Cloud Platform (GCP) and/or Amazon Web Services (AWS) billing experience
• Experience creating and enhancing documentation for the Product Support organization and internal staff
• Some knowledge 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-movitaved to learn and develop professional competencies / certifications

Bonus Points

• GCP Digital Cloud Leader or AWS Cloud Practitioner certification
• A willingness to learn some python skills and use Jupyter notebook analytical tools which engineers provide is a plus!
• Some experience with finance or data analytics tools like Tableau, Domo, etc., and SQL knowledge is a plus!

Are you a Do'er?

Be your truest self. Work on your terms. Make a difference. We are home to a global team of incredible talent who work remotely and have the flexibility to have a schedule that balances your work and home life. We embrace and support leveling up your skills professionally and personally.

What does being a Do'er mean? We're all about being entrepreneurial, pursuing knowledge and having fun! Click here to learn more about our core values.

Sounds too good to be true? Check out our Glassdoor Page. (4.9 woop woop)

We thought so too, but we're here and happy we hit that 'apply' button.

• Unlimited PTO
• Flexible Working Options
• Health Insurance
• Parental Leave
• Employee Stock Option Plan
• Home Office Allowance
• Professional Development Stipend
• Peer Recognition Program

#LI-Remote