Customer Advocate - II

Join DigitalOcean as a Customer Advocate and become a vital member of our global support team based in Hyderabad. This hybrid role offers a flexible work arrangement, combining time in the office with remote work options. You will provide fast, clear, and personalized technical support through platforms such as Intercom and Zendesk. Your day-to-day tasks will involve troubleshooting complex technical issues, managing support tickets, and collaborating across departments to enhance the overall customer experience.

Key Responsibilities
- Deliver high-quality support to customers via Intercom and Zendesk, addressing a broad range of technical inquiries.
- Take full ownership of customer issues, escalating unresolved cases when necessary, while maintaining clear and timely communication.
- Create and update knowledge base articles and internal documentation to improve operational efficiency.
- Analyze ticket trends and customer feedback to identify opportunities for product and process enhancements.
- Consistently achieve and exceed key support metrics including customer satisfaction (CSAT), first response time (FRT), and resolution time.

Required Qualifications
- At least 3 years of experience in a customer-facing support role within the technology sector.
- Proficiency with Intercom and Zendesk support platforms.
- Strong technical aptitude, supported by an engineering background or a relevant technical degree.
- Familiarity with cloud infrastructure, Linux operating systems, and basic networking concepts.
- Excellent written and verbal communication skills, capable of explaining complex technical issues clearly.
- Highly organized, self-driven, and able to thrive in a collaborative, fast-paced hybrid work environment.

Preferred Qualifications and Benefits
- Experience with DigitalOcean or similar cloud platforms is a plus.
- Work within a customer-centric culture that values quality support and offers opportunities for career growth.
- Benefit from a hybrid work model that balances remote flexibility with access to a vibrant Hyderabad office.
- Opportunities for advancement into senior support, onboarding, or product-related roles.
- Competitive compensation package including base salary, performance-based bonuses, and equity options such as grants and participation in the Employee Stock Purchase Program.
- Access to extensive career development resources, including reimbursement for conferences, training, and education, along with unlimited LinkedIn Learning courses.
- Comprehensive well-being benefits designed to support employees globally, including flexible time off policies and employee assistance programs.
- Join a diverse and inclusive workplace committed to equal opportunity and fostering a culture where all backgrounds and perspectives are valued.

At DigitalOcean, you will be part of a forward-thinking technology company focused on simplifying cloud and AI solutions. We empower builders to create impactful software through bold innovation and a strong sense of ownership. This role, based in Hyderabad, offers a supportive environment where you can grow professionally and do the best work of your career.