Associate Cloud Support Engineer

We are seeking a Senior Cloud Support Engineer to join our Cloud Support Core Team, reporting to the Manager of Cloud Support. In this role, you will provide technical expertise to empower our global customers and enhance their experience on our platform. You will support critical infrastructure components such as Droplets, networking, and storage, while advocating for customer needs. The ideal candidate is passionate about problem-solving and customer enablement, with strong Linux system knowledge and extensive open-source experience.

Key Responsibilities
- Resolve technical support tickets with a focus on high-quality customer interaction and timely issue resolution.
- Troubleshoot and diagnose complex product issues while maintaining productivity, quality, SLA, CSAT, and resolution time KPIs.
- Provide expert support for core Compute, Network, and Storage products, including Droplets, Load Balancers, VPC, DNS, Block Storage Volumes, and Spaces (Object Storage).
- Advocate for customer requirements within cross-functional teams to improve products and support processes.
- Collaborate with product and engineering teams to ensure support readiness for new product launches.
- Mentor and train Associate Support Engineers, serving as a role model and onboarding new hires.
- Identify opportunities for process and policy improvements and contribute to their implementation.
- Manage incident tickets during outages, communicate effectively with internal and external customers, and provide clear public updates on incident status and resolution.
- Assist engineering teams by gathering information and offering technical support.
- Maintain accurate documentation for incident management, troubleshooting procedures, and knowledge base articles.
- Contribute to best practices and continuous improvement initiatives.

Required Qualifications
- Strong dedication to customer satisfaction with a genuine passion for helping customers succeed.
- Expert understanding of cloud infrastructure fundamentals, including APIs, scripting, databases, container technologies, and networking protocols such as HTTP, DNS, and SSL/TLS.
- Proven ability to troubleshoot and manage complex cloud and networking environments.
- Excellent written and verbal communication skills, capable of explaining complex technical concepts clearly.
- Extensive knowledge of Linux systems (Debian, Ubuntu), networking, storage, and web technologies including Django, Cpanel, WordPress, and node.js.
- Proficiency with CRM tools like Salesforce and Jira for effective issue management.
- Experience in Incident Management, including outage ticket handling and customer communication.
- Hands-on experience with troubleshooting tools such as cURL, traceroute, dig, DNS, and CORS.
- Previous experience in Customer Success, Solutions Architecture, or similar technical roles.

Preferred Qualifications and Benefits
- Relevant certifications such as CompTIA Linux+, Network+, Cloud+, or equivalents are advantageous.
- Prior experience with DigitalOcean or other cloud infrastructure providers is a plus.
- Strong analytical and problem-solving skills with the ability to identify patterns in technical issues.
- Proactive collaboration skills and a commitment to continuous improvement.
- Ability to motivate and support team members while managing multiple priorities.

Joining DigitalOcean means working at a forward-thinking technology company focused on simplifying cloud and AI for builders worldwide. You will collaborate with talented professionals in a high-performance environment that encourages big thinking and ownership. The company supports career growth through resources like conference reimbursements, training, and access to LinkedIn Learning’s extensive course library.

Employee well-being is a priority, with competitive benefits including flexible time off, Employee Assistance Programs, and local meetups. Compensation is market-based and may include bonuses and equity participation through grants and an Employee Stock Purchase Program.

DigitalOcean is an equal-opportunity employer committed to diversity and inclusion. We foster a respectful workplace free from discrimination based on race, religion, gender, age, disability, or other protected characteristics.

This position is based in Hyderabad, India, and follows a hybrid work model.