Cloud Support Engineer, Team Lead

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 helping our customers scale.
We are looking for creative problem-solvers who are eager to help our business customers scale. Reporting to the Manager of CloudSupport, a Team Lead will engage with our largest customers every day, solving their problems and ensuring that they are able to grow on top of DigitalOcean. As the voice of the customer you have the opportunity to influence product decisions while helping to build the next great cloud company!
What You'll Be Doing:

• Quickly learn DigitalOcean systems and adapt to rapid changes
• Maintain up-to-date expertise on the company, platform, and products
• Troubleshoot application and product issues
• Provide general guidance and queue-related work distribution
• Provide visibility to leadership regarding daily and monthly team performance
• Function as a point of escalation for customers and team members
• Track, analyzes, and report key qualitative metrics in the organization
• Champions and advocates for customer requirements within DO
• Respond to technical and product questions generated by our customers through tickets, emails, or phone calls
• Work both collaboratively and independently within a team setting (we love Slack!)
• Identify and communicate process improvement suggestions
• Incident management and escalations
• Help combat fraud and abuse on the platform
• Collaborate with other teams and departments to improve the customer's experience
• Help architect HA solutions for fast-growing and new customers

What You'll Add to DigitalOcean:

• Strong written and verbal English competencies
• Strong background with cloud technology and Linux systems
• Passionate about technology and customer support
• Strong identity with our brand and team culture
• Strong analytical skills and pattern recognition
• Prior experience in similar environments in Customer Success, Solutions Architecture type roles.
• Strong communication skills, with ability to explain technical concepts in clear and concise terms
• A desire to get the best out of everyone on their team with the ability to balance the demands of multiple constituencies, defining priorities and setting appropriate expectations.

Why You'll Like Working for DigitalOcean :

• We reward our employees . The salary range for this position is based on relevant years of experience and skills. 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. 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.