Manager, Cloud Support

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 fine-tuning the performance and accelerating the personal development of their team members.
We are looking for a passionate Manager to lead our 2nd shift 4pm-12am EST (2:30am-10:0am IST/2:00am-10:00am PKT). As a Technical Support Manager - you will have the responsibility for managing a highly skilled team supporting Kubernetes, Managed Databases, Serverless, and App platform. You will work closely with the Senior Management, Engineering, Product, Sales, and Product Marketing teams to ensure that DO is delivering overall superior service to its customers. Reporting to the Director of Customer Support, this person will have strong opinions about the direction and performance of the team, demonstrate a deep understanding of DigitalOcean (customers, policies, and procedures), desire to help others reach their full potential, and feel responsible for the efforts of their team. They will learn to invest their skills, energy, and focus on developing and maintaining a shift that is founded on authenticity, love, transparency, efficiency, accountability, collaboration, empowerment, and fun!
What You'll Be Doing:

• Discuss trends, issues, and strategy with leadership, and implement resultant changes on the shift
• Place the customer experience at the forefront of their work, while championing for the customer within the organization
• Support Incident Management efforts, including internal and external communications, executive summaries, issue verification, cross-functional collaborations
• Provide oversight of daily queue management to achieve KPI targets.
• Prioritize hiring based on regular workforce forecasting projections
• Coach & Development direct through consistent engagement; scheduling 1:1's, providing feedback/ QA, discussing Individual Development Plans (IDP's) and training and assessment needs
• Act as first-point-of-contact for escalations to leadership; Ensure escalations are routed, prioritized, and resolved properly
• Understand the obstacles, setbacks, triumphs, & motivations of shift members
• Own handoffs between shifts on both an individual & leadership level
• Advocate for the perspective of direct reports to leadership
• Advocate for the perspective of leadership to their direct reports

Technical Skills:

• Working knowledge in:
• Linux, Ubuntu, CentOS etc
• Kubernetes and Containerization
• Databases: MySQL, Mongo, Postgres
• Application deployment: CICD, Serverless, Builds
• Working knowledge of cloud compliance regulations, basic security practices
• Certifications are a huge plus

What You'll Add to DigitalOcean:

• Ability to motivate shift members to reach their potential
• Attention to detail in relation to what happens during the shift
• Ability to find the answer, even if you don't know it (JIRA, escalation, outreach to other teams, etc)
• Ability to accomplish assigned tasks that are asked of direct reports on the shift
• Effective delegation of tasks, roles, and project work to direct reports on the shift
• Ability to de-escalated complex and difficult escalations
• A reputation for holding shift members to a high-performance standard
• Solid analytical skills & the ability to work with metrics, numbers, & trends
• Ability to build relationships with a wide range of stakeholders at all levels
• Ability to transition between hands-on & tactical to complex & strategic work with ease
• Ability to corral a conversation with multiple voices into a productive & brief discussion without leaving anyone feeling marginalized
• Problem-solving skills that can unite people in a genuine & authentic way to work together & drive solutions & successful outcomes

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.

*This is a remote role
#LI-Remote