Job description
Product Support Specialist
Location
Our Product Support Specialist will be an integral part of our global Product Support team. This role is based remotely in Thailand.
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 integrates advanced technology with human intelligence, we help our customers solve complex multicloud problems and drive efficiency.
With decades of multicloud 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
As a Product Support Specialist you will be responsible for providing world-class SaaS application support and consulting in a fast-paced environment. The ideal candidate will have a technical AWS or GCP background and customer facing experience supporting cloud computing products, services, and solutions.
You’re a self-motivated and goal-oriented individual who will join a team of support professionals who love working with other people and solve challenging technical problems. We are committed to personal development and enjoy sharing our knowledge and experience. You’ll 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 line has to offer.
We are looking for people to join us on our mission and share the honor and delight of being able to help companies to realize their ideas into successful products.
Responsibilities
- Triage, troubleshoot, and resolve customer support requests in a timely and effective manner.
- Guide clients through technical issue resolution via phone, email, and chat.
- Own customer communication for escalated issues, coordinating with internal teams such as Software Engineering and Product Management to ensure resolution.
- Preserve positive customer sentiment and maintain high customer satisfaction (CSAT) through professional and empathetic issue handling.
- Identify recurring customer challenges and develop knowledge base articles, FAQs, and video tutorials to enable self-service.
- Contribute to the creation and maintenance of clear and comprehensive technical product documentation.
- Act as a subject matter expert, sharing product knowledge with other customer-facing teams.
- Assist in delivering product demonstrations to customers, prospects, and internal stakeholders.
- Support pre- and post-onboarding activities to assist with a seamless customer journey.
- Contribute to the quality assurance (QA) and training of our AI support bots.
Qualifications
- Verbal and written fluency in English
- 2-4 years of experience in a B2B technical support role within a SaaS environment.
- 1-2 years of hands-on support experience with a major public cloud platform (GCP, AWS, or Azure).
- Proficiency with case management systems (e.g., Salesforce, Zendesk, ServiceNow) and bug tracking systems (e.g., Jira).
- Demonstrated ability to troubleshoot complex software issues with a focus on achieving high customer satisfaction (CSAT).
- Experience with finance or data analytics tools such as Tableau or Domo is highly regarded.
- Exceptional verbal and written communication, interpersonal, and presentation skills in English.
- Strong analytical and problem-solving abilities with a keen attention to detail.
- A natural curiosity and self-motivation to continuously learn and develop professionally.
- Proven ability to prioritize tasks and manage workload effectively in a fast-paced environment.
Bonus Points
- Proficiency in SQL for database querying and troubleshooting
- Fluency in an additional language, both verbal and written, is a significant advantage.
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.
We thought so too, but we’re here and happy we hit that ‘apply’ button.
Many Do’ers, One Team
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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