Google Cloud Billing Support Specialist, Remote UK

DoiT International; Indonesia; Remote; IDR 1.148.859.000 - 1.477.105.000; Full time

Job summary

A global technology company is seeking a Google Cloud Billing Support Specialist who will provide remote SaaS application and billing support. The role requires experience in technical support and GCP billing, with a strong customer service orientation. The ideal candidate will tackle billing inquiries, troubleshoot issues, and create documentation to enhance user experience. This position promotes work-life balance with flexible working options and offers benefits like unlimited vacation.

Benefits

Unlimited Vacation

Flexible Working Options

Health Insurance

Employee Stock Option Plan

Professional Development Stipend

Qualifications

• 3+ years in a technical support role or similar in a B2B SaaS environment.
• 1-2+ years of experience with Google Cloud Platform (GCP) billing.
• Good analytical and problem-solving skills.

Responsibilities

• Operate as a DoiT expert on Google Cloud Platform (GCP) billing inquiries.
• Respond with urgency to escalated customer support issues.
• Prioritize and manage several open issues simultaneously.

Skills

Technical support experience

Google Cloud Platform (GCP) billing

Documentation creation

Customer service mindset

Analytical skills

Communication skills

Tools

Salesforce

Zendesk

ServiceNow

Jira

Job description

Overview

Google Cloud Billing Support Specialist, Remote UK. Location: Remote UK. Our Product Support Specialist / Billing Specialist will be an integral part of our Client Services team. The role is based remotely in the UK and other eligible regions.

Who We Are
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. We deliver DoiT Cloud Intelligence, the only solution that integrates advanced technology with human intelligence, helping 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 with 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 ensure 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 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 (Account Managers, Customer Success Managers, and Technical Account Managers) and the Product Support teams 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

• 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
• Be curious and self-motivated to learn and develop professional competencies / certifications

Bonus Points

• A willingness to learn technical or analytical tools to provide product/customer support
• Experience with finance or data analytics tools like Tableau or SQL knowledge

Be your truest self. Work on your terms. We are a global remote team that values work-life balance, supports ongoing skill development, and encourages professional growth.

What does being a Do’er mean? We’re entrepreneurial, curious, and collaborative. Learn more about our core values.

Benefits

• Unlimited Vacation
• Flexible Working Options
• Health Insurance
• Employee Stock Option Plan
• Professional Development Stipend