Cloud Support Specialist

1 week ago

Hyderabad, Telangana, India DigitalOcean Full time

About the Role:

We are seeking an experienced Cloud Support Engineer to join our team. The ideal candidate will have prior experience with DigitalOcean or other cloud infrastructure, as well as the ability to quickly learn and adapt to our evolving systems, platform, and products.

Key Responsibilities:

  • Addressing and resolving customer technical support tickets, ensuring a high standard of customer interaction and prompt issue resolution.
  • Troubleshooting and diagnosing complex product issues, ensuring a focus on productivity, quality, SLA, CSAT, and resolution time KPIs.
  • Providing exceptional technical support for DigitalOcean's core Compute, Network, and Storage products, including Droplets, Load Balancers, VPC, DNS, Block Storage Volumes, and Spaces (Object Storage).
  • Experienced in Incident Management with hands-on expertise in managing outage tickets and communicating effectively with both internal and external customers during ongoing incidents.
  • Provide clear and concise updates through public posts to customers about incident status and resolution efforts.
  • Assist engineering teams by gathering necessary information and offering technical support.

Requirements:

  • Excellent Communication Skills: Strong written and verbal skills with the ability to clearly explain complex technical concepts to diverse audiences.
  • Dedication to Customer Satisfaction: A deep love for customers and a commitment to going above and beyond to ensure their satisfaction and success.
  • Alignment with Brand and Team Culture: A strong sense of identity with DigitalOcean's brand and a collaborative approach to team dynamics.
  • Analytical and Problem-Solving Skills: Ability to analyze and recognize patterns in technical issues, with a focus on effective troubleshooting.
  • Technical Expertise: Demonstrated proficiency in Linux environments (Debian, Ubuntu) and extensive knowledge of cloud infrastructure, including APIs, scripting, databases, container technologies, and networking protocols (HTTP, DNS, SSL/TLS).
  • Certifications: Relevant certifications like CompTIA Linux, CompTIA Network, CompTIA Cloud, or equivalent are advantageous.

About DigitalOcean:

We are proud to work at DigitalOcean, a cutting-edge technology company committed to simplifying cloud computing for builders. As a member of our team, you will be a Shark who thinks big, bold, and scrappy, like an owner with a bias for action and a powerful sense of responsibility for customers, products, employees, and decisions.

Benefits:

  • We prioritize career development. At DO, you'll do the best work of your career. You will work with some of the smartest and most interesting people in the industry.
  • We care about your well-being. We provide a competitive array of benefits to support your overall well-being, from one-time work from home stipend to wellness allowance to flexible time off policy, to name a few.
  • We reward our employees. The salary range for this position is based on market data, relevant years of experience, and skills.
  • We value diversity and inclusion. We are an equal-opportunity employer, and recognize that diversity of thought and background builds stronger teams and products to serve our customers.

Location: This job is located in Hyderabad, India. We also offer a hybrid remote work option. Please note that specific benefits may vary based on local regulations and preferences.

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