Do you ever wonder what happens inside the cloud?

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

We are looking for a Cloud Support Engineer for our GPU product with expertise in cloud infrastructure to support the acquisition, growth, & retention of our high-value customers, focusing on the exciting & cutting-edge space of Artificial Intelligence / Machine Learning, while also being the first point of technical escalation from our Support Team. 

Our support team offers some of the best customer & technical support in our field, & were looking for smart, empathetic, & motivated individuals to grow with us.  Working directly with our AI/ML teams, the Cloud Support Engineer will be the technical subject matter expert advising on best practices & guiding customers to the optimal solution to meet their business objectives. The Cloud Support Engineer will work closely with other functions within Paperspace & DigitalOcean such as Product, Engineering, & Operations to ensure the company is meeting the needs & insights of our AI/ML customers. Technical depth, excellent communication skills, & a self-starter mentality are needed.

Day to day, we expect this role to be speaking with our High-Value customers around the world, highlighting Digital Oceans AI platform & taking a hands-on approach if needed to onboard & support customers, being a conduit to the engineering team to convey the needs of our AI/ML customers, & working on Professional Services contracts to build out AI/ML solutions from scratch.  We also expect this role to be the first point of escalation for the Support Team to solve complex technical issues.  

What You Will Be Doing: 

• Develop deep expertise on the Paperspace/Digital Ocean product portfolio & the evolving Cloud landscape with a key focus on our AI/ML offerings
• Liaise with support & engineering teams to ensure customer escalations & obstacles to growth are resolved in a timely fashion
• Work directly with Customer Success to ensure the expansion & retention of businesses as they build on top of our cloud 
• Drive adoption from high-value customers as a key part of the business expansion process through technical consultation on multiple channels (e.g. video calls, email, Slack)
• Build out full AI/ML solutions for customers who work with DOs professional services offering
• Diagram & plan infrastructure architecture to support specific use cases, & comfortably explain in detail
• Working both collaboratively & independently within a team setting (we love Slack!)
• Conduct demonstrations to clients clearly articulating DigitalOcean product benefits & functionality
• Contribute to internal & external technical documentation
• Provide technical training to enable our teams & our partners
• Identify & communicate process improvement suggestions, drive technical best practices within the organization, & communicate customer feedback & trends into the product lifecycle process
• Work both independently & collaboratively with a Global team of highly talented Solutions Engineers
• Partner with Engineering to identify, track, & resolve bugs
• Contribute to external Help Center & internal Knowledge Base & add to the documentation
• Triaging, escalating, prioritizing, & following up with incidents or customer-impacting events
• Making informed decisions to solve issues that balance the needs of customers & the company
• Sharing best practices, & knowledge & improving your team while seeking the same in return. 

What We'll Expect From You:

• Strong troubleshooting skills
• Deep Knowledge of Bare Metal & Virtualized environments
• Experience working in a pre-sales / Technical Support/Consultant role preferably in a SaaS/startup with a passion for customer experience
• Highly empathetic team members who are great at communicating complex information in a digestible format to Support Specialists & customers at all knowledge levels
• Deep knowledge of Linux & distributed systems ie:
• Tools like ssh, scp, rcopy, df, systemctl, journalctl, dmesg, nvidia-smi, strace, dtrace
• Understand package configuration, versioning & update process on Linux
• Understand linux networking stack configuration for server & desktop versions of Linux
• Understand the basics of setting up & using NFS clients & servers
• Debug & configure python & python-based ML tools.
• Update & verify Nvidia & AMD device drivers
• Use docker-ce & container tools as a user.
• Proven professional experience with cloud infrastructure experience, or equivalent education
• Deep Knowledge of Networking Concepts & troubleshooting - TCP/IP, computer networking, routing, & switching
• Deep understanding & experience of a variety of AI/ML solutions from computer vision to LLMs, to speech-to-text
• Ability to take an AI/ML idea from model development, to testing, to deployment, to monitoring & managing
• Familiarity with data-parallel & model parallel techniques, such as Tensorflow Distributed, DDP, Distributed Pytorch.
• Programming/development experience
• Knowledge of provisioning & deployment strategies & tools
• Track record of developing successful technical solutions to business problems for clients
• Ability to balance the demands of multiple stakeholders, define priorities, & set appropriate expectations
• Passionate about technology & open-source projects
• Quickly learn DigitalOcean systems & adapt to rapid changes
• Highly motivated with a self-starter mentality

Extra Credit: 

• Cloud certifications are highly desired
• Programming/Scripting: Ruby, Python, Go, Bash
• Source Code: Git
• Automation: Terraform, Ansible, Chef, Puppet, Saltstack
• Virtualization: KVM, Xen
• Databases: MongoDB, MySQL, Redis, PostgreSQL
• Open Source: CoreOS, Docker, Kubernetes, Vagrant
• DigitalOcean/Paperspace: API, libraries, services

Why Youll Like Working for DigitalOcean:

• We reward our employees. The salary range for this position is based on relevant years of experience & skills. Employees 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 grants of equity upon hire & the option to participate in our Employee Stock Purchase Program.
• We value development. You will work with some of the smartest & most interesting people in the industry. We are a high-performance organization that is always challenging our teams & employees to continuously grow. We maintain a growth mindset in everything we do & invest deeply in employee development through formalized mentorship & other internal programs. We provide all employees with reimbursement for relevant conferences, training, & education.