Cloud Support Engineer

July 31

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DigitalOcean

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SaaS • Cloud Computing

DigitalOcean is a cloud infrastructure provider that offers a suite of products and services for developers to build, deploy, and scale applications. Their platform provides comprehensive tutorials, reference material, and support documentation to assist users in managing resources effectively using their API and CLI tools. With features like Droplets (virtual machines), managed databases, Kubernetes, and a marketplace for third-party applications, DigitalOcean focuses on simplicity and performance. They cater to both individual developers and larger organizations looking for cloud solutions that are easy to implement and manage.

1001 - 5000 employees

Founded 2011

☁️ SaaS

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• We innovate with purpose. • We prioritize career development. • We care about your well-being. • We reward our employees. • We value diversity and inclusion.