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. Youll be advocating for customer needs while supporting core components of our infrastructure, including Droplets, networking, & storage functionalities. We are looking for individuals passionate about problem-solving & customer enablement, with a deep understanding of Linux systems & extensive experience in open-source environments.

What You Will Be Doing:

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

What Well Expect From You:

• Dedication to Customer Satisfaction: A deep love for customers & a commitment to going above & beyond to ensure their satisfaction & success.
• Cloud & Networking Expertise: Expert understanding of cloud infrastructure fundamentals, including APIs, scripting, databases, container technologies, & networking protocols (HTTP, DNS, SSL/TLS). Demonstrated ability in troubleshooting & managing complex cloud & networking environments.
• Excellent Communication Skills: Strong written & verbal skills with the ability to clearly explain complex technical concepts to diverse audiences.
• Passion for Technology & Customer Support: A genuine enthusiasm for technology coupled with a commitment to delivering exceptional customer support.Alignment with Brand & Team Culture: A strong sense of identity with DigitalOceans brand & a collaborative approach to team dynamics.
• Analytical & Problem-Solving Skills: Ability to analyze & 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, & web technologies, including Django, Cpanel, WordPress, & node.js. Proficient in CRM tools such as Salesforce & 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 & customer advocacy, with a focus on continuous improvement.
• Experience with Troubleshooting Tools: Hands-on experience with tools & methods for troubleshooting networks & storage issues, such as cURL, traceroute, dig, DNS, & CORs.
• Desire to Enhance Team Performance: Ability to motivate & support team members while balancing multiple priorities & setting clear expectations.

Why Youll Like Working for DigitalOcean

• We innovate with purpose. Youll be a part of a cutting-edge technology company with an upward trajectory, who are proud to simplify cloud & 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, & scrappy, like an owner with a bias for action & a powerful sense of responsibility for customers, products, employees, & decisions. 
• We prioritize career development. At DO, youll do the best work of your career. You will work with some of the smartest & 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, & education. All employees have access to LinkedIn Learning's 10,000+ courses to support their continued growth & 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 & preferences.
• We reward our employees. The salary range for this position is based on market data, relevant years of experience, & skills. You may qualify for a bonus in addition to base salary; bonus amounts are determined based on company & individual performance. We also provide equity compensation to eligible employees, including equity grants upon hire & the option to participate in our Employee Stock Purchase Program.
• We value diversity & inclusion. We are an equal-opportunity employer, & recognize that diversity of thought & background builds stronger teams & products to serve our customers. We approach diversity & inclusion seriously & 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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