Cloud Support Engineer

Dive in and do the best work of your career at DigitalOcean. Journey alongside a strong community of top talent who are relentless in their drive to build the simplest scalable cloud. If you have a growth mindset, naturally like to think big and bold, and are energized by the fast-paced environment of a true industry disruptor, you’ll find your place here.  We value winning together—while learning, having fun, and making a profound difference for the dreamers and builders in the world. 

We are hiring people who wish to grow in a dynamic Technical Support environment. Our ideal candidate is a customer-focused individual who leverages their technical expertise to give best-in-class support that benefits our users. Above all, we need individuals who are enthusiastic about working in a fast-paced, highly dynamic, and rewarding cross-functional setting.

What You'll Do:

• Provide best-in-class support and solutions to our customers through tickets and emails with empathy.
• Collaborate in a 24/7 team environment, working a flexible schedule with rotating shifts (including nights and weekends).
• Monitor and respond to multi-channel communications and monitoring alerts on Slack.
• Innovate at work by assisting seniors and leads with day-to-day reporting and process improvements.
• Consistently meet customer-facing SLAs and support KPIs, including response time, CSAT, and handle time.
• Lead and execute the migration of customer sites from multiple hosting providers to the platform.

What You'll Add To DigitalOcean:

• BS/BE in Computer Science, Computer Engineering, or a related field.
• 5+ years or more of relevant minimum experience in 24x7 production operations, preferably supporting highly available environments for PaaS/cloud service providers.
• Strong knowledge of cloud infrastructure environments (such as AWS, GCE, DO, etc.).
• Deep understanding of system and networking concepts, alongside proven troubleshooting techniques.
• Hands-on experience and strong knowledge of applying Linux distributions (Ubuntu, Debian, CentOS).
• Working experience with content management systems like WordPress, Magento, Laravel, etc.
• Hands-on experience and sound knowledge of web servers including Apache and Nginx.
• Working knowledge of database engines such as MySQL, MariaDB, and others.
• Strong written and verbal communication skills tailored for ticket support channels.
• Strong analytical, problem-solving, and time-management skills under high pressure.
• Programming knowledge in PHP, Bash, or Python is a plus.