Associate Cloud Support Engineer

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 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 want people who are passionate about solving technical problems and enabling customers, along with extensive experience working with Linux and open-source environments.

We are looking for a Cloud Support Engineer to join our Cloud Support Core team support our second shift 4pm-12am EST (1:30AM-9:30AM IST | 1:00AM - 9:00AM PKT). Reporting to the Manager of Cloud Support, you’ll be responsible for connecting customers from around the world with the resources needed to enable them to fully utilize our platform and advocate for their needs. This engineer will be directly supporting our Droplets, as well as related networking and storage functionalities on our infrastructure.

As a Cloud Support Engineer focused on providing exceptional support for our core offerings, and through engagement and collaboration with our Product and Engineering teams, you’ll have the opportunity to connect with and directly impact each customer’s experience and journey on our platform.

What You’ll Be Doing

• Responding to a high volume of technical tickets generated by our customers in a timely manner
• Working knowledge of Cloud Service, Networking and Storage concepts
• Providing exceptional support for Compute, Network, and Storage Products like Droplet, Load Balancer, DNS, Block and Object Storage
• Working both collaboratively and independently with our support, product, and engineering teams
• Identifying, communicating, and documenting process and policy improvements
  
  

What We’ll Expect From You

• Excellent written and verbal communication skills
• Proactive in internal team collaboration and customer support advocacy tasks
• Proficiency with Linux as well as tools like Cpanel, WordPress, node.js and hands-on experience with troubleshooting web hosting errors
• Basic idea of Cloud Infrastructure and knowledge of Cloud APIs, scripting, Docker and containerization
• Sound knowledge on TCP/IP
• Working knowledge and understanding of Linux fundamentals, and networking protocols such as HTTP, DNS, & TLS
• Working knowledge and understanding of OSI model, public & private IPs
• Experience with troubleshooting Networks & Storage (cURL, traceroute, dig, DNS, CORs or related)
• Linux certifications are a huge plus
  
  

Why You’ll Like Working For DigitalOcean

• 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 is a remote role