Cloud Support Engineer

Dive in and do the best work of your career at DigitalOcean. Journey alongside a strong community of top talent who are relentless in their drive to build the simplest scalable cloud. If you have a growth mindset, naturally like to think big and bold, and are energized by the fast-paced environment of a true industry disruptor, you’ll find your place here. We value winning together—while learning, having fun, and making a profound difference for the dreamers and builders in the world.

We are looking for people who wish to grow in a dynamic Support environment. Reporting to Manager Platform Operations, the Engineer II will be a customer-focused individual that leverages his technical Kubernetes-based expertise for giving the best support that benefits our users.

Kubernetes is the state of the art technology that focuses on hyper-growth. We are providing Kubernetes-based WordPress hosting that enables great opportunity for individuals who are eager to grow in a fast-paced and dynamic support environment. As an Engineer II, you will be able to apply and expand your technical expertise in Kubernetes while directly contributing to the success of users in resolving WordPress-based queries.

Responsibilities

• Provide best support and solutions to our customers through tickets, chat, emails, Premium Slack, etc.
• A desire to help people, and a strong sense of empathy for their needs.
• Be a good team player who works well in a 24 / 7 collaborative environment.
• Perform complex web migrations and support junior coworkers with their migration processes.
• Help customers with application troubleshooting, etc., and provide support to juniors with their deployments.
• Convert complex chat queries of customers to tickets when needed.
• Help junior team members with reaction to Alerts where needed on different monitoring frameworks.
• Monitor and react to different abuse reports (Slack and emails, etc.) in close coordination with different teams.
• Assist “Team Leads” to develop and improve internal development tools and dashboards.
• Be able to cater complex queries on chats / tickets and provide support to juniors with the rest of chats / tickets.
• Be able to provide basic technical training to Juniors.
• Be able to cater complex Cloudways infrastructure issues and escalate them in a timely manner to Team leads if necessary.
• Go through the chats & tickets on a weekly basis and check for the repeated issues which can be suggested as incremental improvements to DevOps and present them to Team Leads.
• Be able to automate any procedure with the current operations that can save team time.

Technical Skills

Why You’ll Like Working for DigitalOcean

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