Job Description
Remote LATAM
Location
Our Senior Product Support Specialist / Billing Specialist will be an integral part of our Client Services team. The role is based remotely in Bogota, Colombia (Full-time Employee) or in Costa Rica (Contractor).
Who We Are
DoiT is a global technology company that works with cloud‑driven organizations 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 combines advanced technology with human intelligence, we help our customers solve complex multi‑cloud problems and drive efficiency. With decades of multi‑cloud experience, we have specializations 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 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 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
2+ years with Amazon Web Services (AWS) billing experience
AWS Billing tools (Cost Explorer, Savings Plan and Reserved Utilization reports, etc.)
Deep understanding of AWS Billing concepts such as discounts (Savings Plan, PPA, EDP, SPP), services (EC2, S3, etc.)
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 be self‑motivated to learn and develop professional competencies/certifications
Bonus Points
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!
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.
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. By celebrating differences, we create an environment where every individual feels valued, contributing to our collective success.
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