Senior Cloud Support Engineer

DigitalOcean (NYSE: DOCN) simplifies cloud computing so builders can spend more time creating software that changes the world. With our mission-critical infrastructure and fully managed offerings, DigitalOcean enables startups and small and medium-sized businesses (SMBs) to rapidly deploy and scale modern applications. As a remote-first organization, our employees, like our customers, are based around the world.

We are seeking a Senior Cloud Support Engineer to join our dynamic Cloud Support Core Team. In this role, reporting to the Manager of Cloud Support, you will play a pivotal part in empowering our global customer base by providing the technical expertise needed to maximize their experience on our platform. You’ll be advocating for customer needs while supporting core components of our infrastructure, including Droplets, networking, and storage functionalities. We are looking for individuals passionate about problem-solving and customer enablement, with a deep understanding of Linux systems and extensive experience in open-source environments.

• Prior experience with DigitalOcean or other cloud infrastructure is a plus. The ability to quickly learn and adapt to DigitalOcean’s evolving systems, platform, and products is essential.
• Addressing and resolving customer technical support tickets, ensuring a high standard of customer interaction and prompt issue resolution.
• Troubleshooting and diagnosing complex product issues, ensuring a focus on productivity, quality, SLA, CSAT, and resolution time KPIs.
• Providing exceptional technical support for DigitalOcean’s core Compute, Network, and Storage products, including Droplets, Load Balancers, VPC, DNS, Block Storage Volumes, and Spaces (Object Storage).
• Championing customer requirements and advocating for their needs within cross-functional teams.
• Collaborating with product and engineering teams to improve support processes and ensure support readiness for new product launches.
• Mentoring and training Associate Support Engineers, serving as a role model within the team.
• Onboarding and guiding new hires, equipping them with the skills and knowledge to confidently engage with customers.
• Contributing to process and policy improvements by identifying areas for optimization and efficiency.
• Experienced in Incident Management with hands-on expertise in managing outage tickets and communicating effectively with both internal and external customers during ongoing incidents.
• Provide clear and concise updates through public posts to customers about incident status and resolution efforts.
• Assist engineering teams by gathering necessary information and offering technical support.
• Maintain accurate and current documentation for incident management processes, troubleshooting procedures, and knowledge base articles.
• Identify opportunities for process improvement and contribute to the development of best practices.

• Dedication to Customer Satisfaction: A deep love for customers and a commitment to going above and beyond to ensure their satisfaction and success.
• Cloud and Networking Expertise: Expert understanding of cloud infrastructure fundamentals, including APIs, scripting, databases, container technologies, and networking protocols (HTTP, DNS, SSL/TLS). Demonstrated ability in troubleshooting and managing complex cloud and networking environments.
• Excellent Communication Skills: Strong written and verbal skills with the ability to clearly explain complex technical concepts to diverse audiences.
• Passion for Technology and Customer Support: A genuine enthusiasm for technology coupled with a commitment to delivering exceptional customer support.Alignment with Brand and Team Culture: A strong sense of identity with DigitalOcean’s brand and a collaborative approach to team dynamics.
• Analytical and Problem-Solving Skills: Ability to analyze and recognize patterns in technical issues, with a focus on effective troubleshooting.
• Relevant Experience: Previous experience in Customer Success, Solutions Architecture, or similar roles in a tech environment.
• Technical Proficiency: Extensive knowledge of Linux systems (Debian, Ubuntu), networking, storage, and web technologies, including Django, Cpanel, WordPress, and node.js. Proficient in CRM tools such as Salesforce and Jira for effective issue management.
• Certifications: Relevant certifications like CompTIA Linux+, CompTIA Network+, CompTIA Cloud+, or equivalent are advantageous.
• Proactive Collaboration: Initiative in internal team collaboration and customer advocacy, with a focus on continuous improvement.
• Experience with Troubleshooting Tools: Hands-on experience with tools and methods for troubleshooting networks and storage issues, such as cURL, traceroute, dig, DNS, and CORs.
• Desire to Enhance Team Performance: Ability to motivate and support team members while balancing multiple priorities and setting clear expectations.

• We are proud to work here. You’ll be a part of a cutting-edge technology company with an upward trajectory, who are proud to simplify cloud computing 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 your overall well-being, from one-time work from home stipend to wellness allowance 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

#LI-Hybrid

#LI-KC1