Associate Cloud Support Engineer

About the role

DigitalOcean is hiring an Associate Cloud Support Engineer for its Technical Support team. The role is onsite and involves helping customers with cloud services through tickets, live chat and email, in a fast-paced, cross-functional environment. It is a 24/7 shift-based position with nights and weekends.

Key responsibilities

• Provide support and solutions to customers via tickets, live chat and email, with empathy.
• Work in a 24/7 environment with a flexible schedule in rotating shifts (nights, weekends).
• Diagnose and troubleshoot technical issues through live chat; this is a plus.
• Meet customers' SLAs and support KPIs such as response time, CSAT and handle time.
• Assist seniors and leads with day-to-day reporting and process improvements.

Required profile

• Customer-focused person who uses technical expertise to give good support.
• Strong written and verbal communication skills for live chat and ticket support.
• Ability to work under pressure.
• Onsite role.

Required skills

• Cloud infrastructure environments such as AWS, GCE, DO.
• System and networking concepts and troubleshooting techniques.
• Linux (Ubuntu, Debian, CentOS) and web servers (Apache, Nginx).
• Content management systems such as WordPress and Magento.
• MySQL, MariaDB and other database engines.
• Programming knowledge (PHP, Bash, Python) is a plus.

What we offer

• Salary based on market data, experience and skills; eligible employees may receive equity compensation.
• Non-sales roles are eligible for the annual bonus plan; sales roles may earn incentive compensation.
• Talent development with resources for growth, and reimbursement for conferences, training and education.
• Benefits that may include flexible time off, local team meetups and mental health and wellbeing support.