Cloud Support Engineer

DigitalOcean is hiring for people who wish to grow in a dynamic Technical Support environment. Our ideal candidate is a customer focused individual that leverages his/her technical expertise for giving best support that benefits our users. Above all, we need individuals who are enthusiastic about working in a fast-paced, highly dynamic, and rewarding cross-functional setting.

• Provide best support and solutions to our Customers through tickets, chat, emails.
• Maintain a strong desire to help the customers with empathy.
• Strong teamwork in a 24/7 environment, with flexible schedule in rotating shifts (nights, weekends).
• Monitor and react to different abuse reports and monitoring alerts on Slack and emails, etc.
• Innovate at work. Assist seniors and leads with day to day reporting and process improvements.
• Diagnose and troubleshoot technical issues through live chat is PLUS.
• Meet customers facing SLAs and support KPIs (response time, CSAT, handle time).
• Be able to answer complex queries on chats and provide support to Engineer I with the rest of chats and tickets.

• Knowledge of cloud infrastructure environments like AWS, GCE, DO, etc.
• Strong understanding of system and networking concepts and troubleshooting techniques.
• Good knowledge and hands on experience of applying Linux (Ubuntu, Debian, CentOS).
• Good knowledge, working experience and understanding of content management systems like WordPress, Magento etc.
• Sound knowledge and hands on experience of web servers like Apache and Nginx.
• Strong written and verbal communication skills to work on live chat and ticket support channels.
• Working knowledge of MySQL and MariaDB others database engines.
• Possess strong analytical problem solving skills.
• Sound concepts and knowledge of programming would be plus (PHP, Bash and Python.
• Ability to work under pressure.
• Experience in 24x7 production operations, preferably supporting a highly available environment for PaaS/cloud service providers.
• BS/BE in Computer Science/Engineering or related field having 2+ years of relevant work experience.

• We innovate with purpose. You ll be a part of a cutting-edge technology company with an upward trajectory, who are proud to simplify cloud and AI so builders can spend more time creating software that changes the world. As a member of the team, you will be a Shark who thinks big, bold, and scrappy, like an owner with a bias for action and a powerful sense of responsibility for customers, products, employees, and decisions.
• We prioritize career development. At DO, you ll do the best work of your career. You will work with some of the smartest and most interesting people in the industry. We are a high-performance organization that will always challenge you to think big. Our organizational development team will provide you with resources to ensure you keep growing. We provide employees with reimbursement for relevant conferences, training, and education. All employees have access to LinkedIn Learnings 10,000+ courses to support their continued growth and development.
• We care about your well-being. Regardless of your location, we will provide you with a competitive array of benefits to support you from our Employee Assistance Program to Local Employee Meetups to flexible time off policy, to name a few. While the philosophy around our benefits is the same worldwide, specific benefits may vary based on local regulations and preferences.
• We reward our employees. The salary range for this position is based on market data, relevant years of experience, and skills. You 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 equity grants upon hire and the option to participate in our Employee Stock Purchase Program.
• We value diversity and inclusion. We are an equal-opportunity employer, and recognize that diversity of thought and background builds stronger teams and products to serve our customers. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

*This job is located in Hyderabad, India

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