Senior Cloud Support Engineer

Dive in and do the best work of your career at DigitalOcean. Journey alongside a strong community of top talent who are relentless in their drive to build the simplest scalable cloud. If you have a growth mindset, naturally like to think big and bold, and are energized by the fast-paced environment of a true industry disruptor, you'll find your place here.  We value winning together—while learning, having fun, and making a profound difference for the dreamers and builders in the world. 

We are looking for a Senior Engineer 1 - Managed Hosting who is passionate about providing best-in-class technical support and solutions to customers in a dynamic, 24/7 environment. As a Senior Engineer 1 at DigitalOcean, you will join a dynamic team dedicated to revolutionizing cloud computing and AI. You will be a key player in ensuring our managed hosting customers receive exceptional support, leveraging your technical expertise to resolve complex issues and mentor junior team members. You will be instrumental in identifying and suggesting improvements to operational procedures and infrastructure to enhance efficiency and customer satisfaction.

As a Senior Cloud Engineer at DigitalOcean, you will join a dynamic team dedicated to revolutionizing cloud computing and AI.

• Provide best-in-class support and solutions to our customers through various channels, including tickets, chat, emails, and phone.
• Demonstrate strong teamwork in a 24/7 environment, with flexibility in rotating shifts that may include nights, weekends, and public holidays.
• Handle complex queries and technical issues on chats and tickets, while also providing support and guidance to junior team members.
• Address complex Cloudways infrastructure issues and escalate them to Team Leads in a timely manner when necessary.
• Review chats and tickets on a weekly basis to identify recurring issues, and suggest incremental improvements to the DevOps team.
• Automate operational procedures to improve team efficiency and save time.
• Monitor and react to abuse reports in close coordination with cross-functional teams.

• Customer Satisfaction Score (CSAT)
• First Contact Resolution (FCR)
• Average Handle Time (AHT)
• Ticket Backlog
• Mentorship contributions

• 4-5 years of hands-on experience in Linux operating environments (Debian, Ubuntu, CentOS) and web technologies (Apache, Nginx, Varnish, Memcache, MySQL, APC, PHP-FPM, etc.).
• Demonstrated advanced troubleshooting skills for system performance, log analysis, and open-source application debugging.
• Proven ability to independently resolve complex issues in a 24/7 production operations environment.
• Strong experience with PHP and working knowledge of JavaScript, HTML, CSS, Bash, and Python.
• Practical knowledge of core services like GIT, SMTP, DNS, OpenVPN, Postfix, Crons, and SSL.
• Solid understanding of web application migration processes, including CMS migration, CLI-based data transfer, and troubleshooting.
• Experience supporting PHP-based applications such as WordPress, Drupal, and Magento.
• Skilled in MySQL optimization and troubleshooting.
• Familiarity with monitoring tools like Opsgenie and Sensu.
• Ability to guide and mentor junior engineers while maintaining independent ownership of cases.
• Strong communication, analytical thinking, and decision-making skills.
• Knowledge of cloud infrastructure environments (AWS, GCE, etc.) and the ability to operate in Agile/Kanban setups.
• Proactiveness in identifying recurring issues and suggesting improvements to the DevOps team.
• Strong interpersonal and teaming skills—the ability to set, follow, and enforce processes.
• The ability to cope with new or unknown technical issues and take initiative in tackling new problems with an imaginative approach.
• A contribution to DigitalOcean's culture of inclusivity, empathy, growth mindset, and customer-first support.

• We innovate with purpose. You'll be a part of a cutting-edge technology company with an upward trajectory, who are proud to simplify cloud and AI so builders can spend more time creating software that changes the world. As a member of the 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.
• 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 are a high-performance organization that will always challenge you to think big. Our organizational development team will provide you with resources to ensure you keep growing. We provide employees with reimbursement for relevant conferences, training, and education. All employees have access to LinkedIn Learning's 10,000+ courses to support their continued growth and development.
• We care about your well-being. Regardless of your location, we will provide you with a competitive array of benefits to support you from our Employee Assistance Program to Local Employee Meetups to flexible time off policy, to name a few. While the philosophy around our benefits is the same worldwide, specific benefits may vary based on local regulations and preferences.
• We reward our employees. The salary range for this position is based on market data, relevant years of experience, and skills. You may qualify for a bonus in addition to base salary; bonus amounts are determined based on company and individual performance. We also provide equity compensation to eligible employees, including equity grants upon hire and the option to participate in our Employee Stock Purchase Program.
• DigitalOcean is an equal-opportunity employer. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.