Cloud Support Engineer

We are looking for a Cloud Support Engineer to join our Cloud Support Core team. Reporting to the Manager of Cloud Support, you’ll be responsible for working our second shift (4pm-12pm EST) 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.

• Responding to a high volume of technical tickets generated by our customers in a timely manner
• Providing exceptional support for Compute, Network, and Storage products that includes Droplets, Load Balancer, VPC, DNS, Block storage volumes and Spaces (Object Storage)
• Working both collaboratively and independently with our support, product, and engineering teams
• Identifying, communicating, and documenting process and policy improvements
• Ambassador of DigitalOcean products - recommend right product according to customer needs and guide customers through the migration process
• Participate in Shift on-call / POC duties which includes handling the incidents and managing status page.  

• 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 servers and application servers
• 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, & SSL/TLS
• Working knowledge and understanding of OSI model, public & private IPs
• Experience with troubleshooting Networks & Storage (cURL, traceroute, dig, DNS, CORs)
• Linux certifications are a huge plus

• We reward our employees. (The base salary range for this position is between $73,000.00 - $85,000.00 and 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, unlimited 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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