Cloud Support Engineer (Local from Hyderabad)

They are seeking a Cloud Support Engineer to join their dynamic Cloud Support Core Team. In this role, reporting to the Manager of Cloud Support, you will play a pivotal part in empowering their global customer base by providing the technical expertise needed to maximize their experience on their platform. You’ll be advocating for customer needs while supporting core components of their infrastructure, including Droplets, networking, and storage functionalities. They 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 their 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 their Compute, Network, and Storage products, including Droplets, Load Balancers, VPC, DNS, Block Storage Volumes, and Spaces (Object Storage).
• 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.

Requirements

• Excellent Communication Skills: Strong written and verbal skills with the ability to clearly explain complex technical concepts to diverse audiences.
• Dedication to Customer Satisfaction: A deep passion for customers and a commitment to going above and beyond to ensure their satisfaction and success.
• 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.
• Technical Expertise:
  • Demonstrated proficiency in Linux environments (Debian, Ubuntu).
  • Extensive knowledge of cloud infrastructure, including APIs, scripting, databases, container technologies, and networking protocols (HTTP, DNS, SSL/TLS).
  • Solid background in managing Linux systems, networking, and storage.
  • Experience in using CRM and support tools like Salesforce and Jira for effective issue management and customer support.
• Certifications: Relevant certifications like CompTIA Linux, CompTIA Network, CompTIA Cloud, or equivalent are advantageous.

Why You’ll Like Working for DigitalOcean

• They innovate with purpose: You’ll be a part of a cutting-edge technology company with an upward trajectory. They simplify cloud and AI so builders can focus on creating software that changes the world. As a team member, you will think big, bold, and scrappy, take ownership, and have a powerful sense of responsibility for customers, products, employees, and decisions.
• They prioritize career development: You’ll do the best work of your career with some of the smartest and most interesting people in the industry. They are a high-performance organization that challenges you to think big. Their organizational development team provides resources to ensure your growth, including:
  • Reimbursement for relevant conferences, training, and education.
  • Access to LinkedIn Learning's 10,000+ courses for continuous learning.
• They care about your well-being:
  • Regardless of your location, they provide competitive benefits.
  • Employee Assistance Program, Local Employee Meetups, and a flexible time-off policy.
  • Benefits may vary based on local regulations and preferences.
• They reward their employees:
  • Salary is based on market data, experience, and skills.
  • Eligible for bonus based on company and individual performance.
  • Employees receive equity compensation, including equity grants and participation in the Employee Stock Purchase Program.
• They value diversity and inclusion:
  • They are an equal-opportunity employer and believe that diversity strengthens teams and products.
  • They do not discriminate based on race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender identity or expression, age, disability, medical condition, pregnancy, marital status, or military service.

Location

Hyderabad, India

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