Associate Cloud Support Engineer

We’re looking for someone passionate about customer advocacy, improving the customer experience, and providing world-class support for our App Platform offering.

As a Cloud Support Engineer, you'll work both independently and collaboratively with your team to troubleshoot and resolve highly-technical issues that customers encounter while using our platform. You'll partner cross-functionally with our product and engineering teams to drive feedback, improve internal & external tooling, launch new products & features, and deliver an exceptional customer experience.

• Responding to a high volume of technical tickets generated by our customers in a timely manner
• Troubleshooting common issues related to  Nodejs (and common app stack) configurations (database, dependencies, env vars, etc).
• Investigating root cause of app failure (server crash, datacenter outage, resource exhaustion, etc)
• Working both collaboratively and independently with our support, product, and engineering teams
• Identifying, communicating, and documenting process and policy improvements

• Willingness to work during night hours i.e. 10:00 pm - 6:30am IST
• Experience configuring, starting, and debugging Nodejs (or other common) applications
• Experience with Linux command line operations
• Excellent written and verbal communication skills
• Successful track record in providing exceptional support to tech-savvy customers
• Unrivaled passion for customer advocacy and technology
• Strongly identify with our products, brand, and team culture
• Growth mindset, with an unrelenting focus on improving your knowledge and skill set
• Highly self-motivated with the ability to work independently and collaboratively with a high degree of autonomy in a remote work environment
• Strong analytical and pattern recognition skills 
• Bonus: Experience in deploying and managing production-ready applications
• Bonus: Familiarity with 12-factor app methodology
• Bonus: Experience with Continuous Integration / Continuous Delivery (CI/CD)
• Bonus: Programming/Scripting languages (Bash, PHP, Go, Python, NodeJS)
• Bonus: Knowledge of, and contribution to Open Source projects
• Bonus: Experience with one or more database engines (MySQL, MariaDB, PostgreSQL, Redis, MongoDB)

• We innovate with purpose. You’ll be a part of a cutting-edge technology company with an upward trajectory, who are proud to simplify cloud and AI so builders can spend more time creating software that changes the world. As a member of the team, you will be a Shark who thinks big, bold, and scrappy, like an owner with a bias for action and a powerful sense of responsibility for customers, products, employees, and decisions. 
• We prioritize career development. At DO, you’ll do the best work of your career. You will work with some of the smartest and most interesting people in the industry. We are a high-performance organization that will always challenge you to think big. Our organizational development team will provide you with resources to ensure you keep growing. We provide employees with reimbursement for relevant conferences, training, and education. All employees have access to LinkedIn Learning's 10,000+ courses to support their continued growth and development.
• We care about your well-being. Regardless of your location, we will provide you with a competitive array of benefits to support you from our Employee Assistance Program to Local Employee Meetups to flexible time off policy, to name a few. While the philosophy around our benefits is the same worldwide, specific benefits may vary based on local regulations and preferences.
• We reward our employees. The salary range for this position is based on market data, relevant years of experience, and skills. You may qualify for a bonus in addition to base salary; bonus amounts are determined based on company and individual performance. We also provide equity compensation to eligible employees, including equity grants upon hire and the option to participate in our Employee Stock Purchase Program. 
• We value diversity and inclusion. We are an equal-opportunity employer, and recognize that diversity of thought and background builds stronger teams and products to serve our customers. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

*This job is located in Hyderabad, India

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