DigitalOcean

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’re looking for someone passionate about customer advocacy, improving the customer experience, and providing world-class support for our Managed Kubernetes offering.

We are looking for an Associate Cloud Support Engineer to work in our 1st shift 8AM-4PM EST (6:30PM-2:30AM IST/ 6PM-2AM PKT, 2nd shift 4PM-12AM EST(1:30AM-9:30AM IST/1:00AM-9AM PKT) OR 3rd shift 12AM-8AM (9:30AM-5:30PM IST/ 9AM-5PM PKT). As a Cloud Support Engineer, you'll work both independently and collaboratively with your team to troubleshoot and resolve highly-technical issues that customers encounter while using our platform. You'll partner cross-functionally with our product and engineering teams to drive feedback, improve internal & external tooling, launch new products & features, and deliver an exceptional customer experience.

What You’ll Be Doing:

• Troubleshooting and resolving technical support requests created by our customers spanning a growing range of container products and services, including Managed Kubernetes and Container Registry
• Serving as the primary point of contact for escalations, working closely with our product and engineering teams to respond to and resolve customer-impacting incidents
• Building internal documentation that provides your team with the resources they need to perform in their role and external documentation that allows our customers to self-serve
• Representing the voice of support, speaking on behalf of our customers through direct engagement with our product and engineering teams.
• Engaging customers and responding to technical questions received through our community Q&A forum

What We’ll Expect From You:

• Advanced knowledge of Kubernetes with the ability to troubleshoot and resolve issues and escalations ranging from pods and deployments to the control plane.
• Proven experience in Customer support and handling the customers while troubleshooting the technical issues.
• Highly self-motivated with the ability to work independently and collaboratively with a high degree of autonomy in a remote work environment
• Growth mindset, with an unrelenting focus on continuously improving your knowledge and skill set.

What Excites Us:

• Contributing to Open Source and giving back to the community

Why You’ll Like Working for DigitalOcean:

• We reward our employees. The base salary range for this position is based on relevant years of experience and skills. The salary range for this role is specific to candidates located within the U.S. and will vary for candidates outside the U.S.. Employees 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 grants of equity upon hire and the option to participate in our Employee Stock Purchase Program.
• We value development. You will work with some of the smartest and most interesting people in the industry. We are a high-performance organization that is always challenging our teams and employees to continuously grow. We maintain a growth mindset in everything we do and invest deeply in employee development through formalized mentorship and other internal programs. We provide all employees with reimbursement for relevant conferences, training, and education.
• We care about your well-being. In addition to cash and equity compensation, we also offer employees a competitive array of benefits. In the United States, these include health insurance, flexible vacation, retirement benefits, a generous parental leave program, and additional resources to support employees' overall well-being. While the philosophy around our benefits is the same worldwide, specific benefits may vary in other countries due to local regulations and preferences.
• We value diversity and inclusivity. We are an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
• This is a remote role

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