☁️ Cloud Support Engineer

🏢 Company: DigitalOcean
📍 Location: Hyderabad, India (Local Candidates Preferred)
🕒 Employment Type: Full-Time
#LI-Hybrid

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📝 Job Description

DigitalOcean is seeking a Cloud Support Engineer to join our Cloud Support Core Team. In this role, you’ll provide technical expertise to help our global customer base maximize their experience on our platform. You’ll support core infrastructure components like Droplets, networking, and storage, while advocating for customer needs and delivering exceptional service.

Key Responsibilities:

• Resolve customer technical support tickets with high-quality interaction and prompt issue resolution.
• Troubleshoot and diagnose complex product issues, focusing on productivity, quality, SLA, CSAT, and resolution time KPIs.
• Provide support for core DigitalOcean products: Compute, Network, and Storage (Droplets, Load Balancers, VPC, DNS, Block Storage, and Spaces).
• Manage incident response and communicate updates to internal and external stakeholders.
• Post clear and concise incident updates for customers.
• Collaborate with engineering teams to gather information and offer technical support.

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🎓 Requirements & Skills

• Communication: Strong written and verbal skills, able to explain complex technical concepts clearly.
• Customer Focus: Passionate about customer satisfaction and going the extra mile.
• Collaboration: Alignment with DigitalOcean’s brand and a team-centric attitude.
• Analytical Skills: Ability to analyze patterns and troubleshoot technical issues.
• Technical Expertise:
  • Strong knowledge of Linux systems (Debian, Ubuntu).
  • Experience with cloud infrastructure, APIs, scripting, databases, container technologies, and networking protocols (HTTP, DNS, SSL/TLS).
  • Hands-on experience in Incident Management and outage communication.
  • Familiarity with CRM and support tools like Salesforce and Jira.
• Certifications: CompTIA Linux, Network, Cloud, or equivalent certifications are advantageous.

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💡 Why DigitalOcean?

• Innovate with Purpose: Work with cutting-edge technology and simplify cloud and AI for builders worldwide.
• Career Growth: Access to LinkedIn Learning’s 10,000+ courses, conference reimbursements, and ongoing education support.
• Well-being: Competitive benefits including Employee Assistance Programs, local meetups, and flexible time off policies.
• Rewards: Competitive salary, bonus opportunities, and equity compensation.
• Diversity & Inclusion: We are an equal opportunity employer, fostering an inclusive and supportive environment.

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🏷️ Tags

#CloudSupportEngineer #DigitalOcean #CloudInfrastructure #Linux #TechnicalSupport #Networking #Storage #HyderabadJobs #CustomerSuccess