Onboarding Engineer - Cloudways

About the role

DigitalOcean is hiring an Onboarding Engineer for its Cloudways Customer Success and Onboarding team. You will work closely with customers from their initial setup through their first six months, combining technical expertise with proactive customer engagement to help them launch, migrate and grow their applications. The role reports to the Onboarding Team Lead and collaborates with Customer Success, Support, Sales and Product. It is an onsite position.

Key responsibilities

• Own the customer onboarding journey, from kickoff and technical discovery through deployment, adoption and handover to Customer Success.
• Lead discovery calls to understand customers' applications, hosting environments, business goals, technical capabilities, timelines and growth plans.
• Create onboarding plans with clear milestones, responsibilities and success criteria for each customer.
• Guide customers through server and application setup, website migrations, DNS configuration, SSL installation, backups, staging and go-live readiness.
• Advise on platform capabilities, performance, security and scaling, and proactively monitor account activity to spot stalled migrations, low adoption or early churn risk.
• Troubleshoot onboarding issues with Support and Engineering, and identify features, add-ons and expansion opportunities.
• Maintain accurate account records and risks in customer success systems, and share feedback to improve onboarding documentation, playbooks and workflows.

Required profile

• Experience in technical onboarding, cloud hosting, technical support, solutions engineering or a similar customer-facing technical role.
• Understanding of cloud infrastructure, server sizing and application performance.
• Hands-on experience deploying, migrating or troubleshooting WordPress, WooCommerce or other PHP-based applications.

Required skills

• Working knowledge of Linux, web hosting, DNS, SSL/TLS, HTTP/S, databases, caching and CDN fundamentals.

What we offer

• Salary based on market data, experience and skills; eligible employees may receive equity compensation.
• Eligibility for an annual bonus plan (non-sales roles) or incentive compensation (sales roles).
• Talent development with reimbursement for conferences, training and education.
• Benefits that may include flexible time off, local team meetups and mental health and wellbeing support.