Senior Cloud Support Engineer - Managed Hosting

Cloudways, a DigitalOcean.com company, is looking for motivated professionals to join our Technical Support team. The ideal candidate is customer-focused and uses strong technical skills to provide exceptional support that enhances the user experience. This role thrives in a fast-paced, dynamic, and collaborative environment where teamwork across departments is essential. Candidates should be adaptable and eager to contribute to a high-performance team.

Key Responsibilities
Provide excellent customer support through various channels including tickets, chat, email, Premium Slack, and phone. Demonstrate empathy and a genuine desire to assist customers by understanding their needs. Work effectively within a 24/7 team environment, showing flexibility to cover rotating shifts, including nights, weekends, and public holidays. Manage complex queries via chat and tickets, while supporting junior team members with their workload. Troubleshoot intricate Cloudways infrastructure issues and escalate to Team Leads when necessary. Conduct weekly reviews of chats and tickets to identify recurring problems and suggest improvements to the DevOps team. Automate operational procedures to enhance team efficiency. Monitor and respond to abuse reports in collaboration with cross-functional teams. Assist junior members in handling alerts using monitoring tools such as Slack, Sensu, and Zabbix. Troubleshoot technical issues during live chat interactions, which is considered an advantage.

Required Qualifications
A Bachelor’s degree in Computer Science, Engineering, or a related field with 4-5 years of relevant experience is required. Strong programming skills, especially in PHP, are essential; familiarity with JavaScript, HTML, CSS, Bash, and Python is a plus. Advanced knowledge of Linux operating systems (Debian, Ubuntu, CentOS) and web technologies including Apache, Nginx, Varnish, Memcache, MySQL, APC, and PHP-FPM is necessary. Expertise in system performance troubleshooting and log analysis (syslogs, stack traces) is expected. Experience with services such as GIT, SMTP, DNS, OpenVPN, Postfix, Cron jobs, SSL, and Sensu monitoring is important. Candidates should be skilled in debugging open-source application issues and demonstrate innovative problem-solving abilities. A strong understanding of web application migration processes, including CMS migration, troubleshooting, and hosting environments like cPanel, is required. Experience with PHP-based open-source web applications such as WordPress, Drupal, and Magento is preferred. Proficiency in MySQL database management and familiarity with monitoring tools like Opsgenie and Sensu are important. Excellent analytical, decision-making, and communication skills, both verbal and written, are essential. The ability to work independently in a shift-based environment and a process-oriented, proactive approach with strong interpersonal skills are required. Experience working within Agile and Kanban frameworks is expected. Knowledge of cloud infrastructure platforms such as AWS and Google Cloud Engine (GCE) is beneficial. Experience supporting 24x7 production operations in highly available PaaS or cloud service environments is a plus. Demonstrated mentorship capabilities are highly valued.

Preferred Qualifications and Benefits
Cloudways offers competitive compensation based on experience and skills, including performance-based bonuses and equity participation through grants and an Employee Stock Purchase Program. We support continuous professional growth by providing access to mentorship, training, conferences, and educational reimbursements. Our comprehensive benefits package promotes employee well-being with health insurance, unlimited vacation, retirement plans, generous parental leave, and additional wellness resources. We are committed to diversity and inclusion, ensuring equal opportunity regardless of race, religion, gender, sexual orientation, age, veteran status, or disability. This position is based in Hyderabad, India, and supports a hybrid work model. Join Cloudways to be part of an innovative, collaborative team that values personal development and high performance.