Associate Cloud Support Engineer

We are looking for a Cloud Support Engineer to join our Cloud Support Core team. Reporting to the Manager of Cloud Support, you ll be responsible for connecting customers from around the world with the resources needed to enable them to fully utilize our platform and advocate for their needs. This engineer will be directly supporting our Droplets, as well as related networking and storage functionalities on our infrastructure.

As a Cloud Support Engineer focused on providing exceptional support for our core offerings, and through engagement and collaboration with our Product and Engineering teams, you ll have the opportunity to connect with and directly impact each customer s experience and journey on our platform.

What You ll Be Doing:

• Responding to a high volume of technical tickets generated by our customers in a timely manner
• Working knowledge of Cloud Service, Networking and Storage concepts
• Providing exceptional support for Compute, Network, and Storage Products like Droplet, Load Balancer, DNS, Block and Object Storage
• Working both collaboratively and independently with our support, product, and engineering teams
• Identifying, communicating, and documenting process and policy improvements

What Youll Add to DigitalOcean:

• Excellent written and verbal communication skills
• Proactive in internal team collaboration and customer support advocacy tasks
• Proficiency with Linux as well as tools like Cpanel, WordPress, node.js and hands-on experience with troubleshooting web hosting errors
• Basic idea of Cloud Infrastructure and knowledge of Cloud APIs, scripting, Docker and containerization
• Sound knowledge on TCP/IP
• Working knowledge and understanding of Linux fundamentals, and networking protocols such as HTTP, DNS, TLS
• Working knowledge and understanding of OSI model, public private IPs
• Experience with troubleshooting Networks Storage (cURL, traceroute, dig, DNS, CORs or related)
• Linux certifications are a huge plus