Senior Product Support Specialist / Billing Specialist - Remote

Overview

The Senior Product Support Specialist / Billing Specialist will be an integral part of our Client Services team, providing world-class SaaS application support in a fast-paced environment.

In Short

• Be the expert on GCP and/or AWS billing inquiries.
• Analyze customer billing lines and identify discrepancies.
• Respond urgently to escalated customer support issues.
• Triage, troubleshoot, and resolve customer support requests.
• Maintain relationships with clients and ensure proper logging of issues.
• Create knowledge base articles and enhance product documentation.
• Work with engineering teams to resolve technical issues.
• 3+ years in a technical support role in a B2B SaaS environment.
• Experience with ticketing systems like Salesforce or Zendesk.
• Good analytical and problem-solving skills.

Requirements

• 1-2+ years experience with GCP and/or AWS billing.
• Experience creating and enhancing documentation.
• Ability to troubleshoot customer software problems.
• Strong communication and interpersonal skills.
• Service mindset with empathy and conflict resolution skills.
• Curiosity and motivation to learn and develop professionally.

Benefits

• Unlimited PTO.
• Flexible working options.
• Health insurance.
• Parental leave.
• Employee stock option plan.
• Home office allowance.
• Professional development stipend.
• Peer recognition program.