Cloud Support Engineer

4 weeks ago


Hyderabad City Taluka, Pakistan DigitalOcean LLC Full time

We are seeking a Senior Cloud Support Engineer to join our dynamic Cloud Support Core Team. In this role, reporting to the Manager of Cloud Support, you will play a pivotal part in empowering our global customer base by providing the technical expertise needed to maximize their experience on our platform. You'll be advocating for customer needs while supporting core components of our infrastructure, including Droplets, networking, and storage functionalities. We are looking for individuals passionate about problem-solving and customer enablement, with a deep understanding of Linux systems and extensive experience in open-source environments.

What You Will Be Doing:
  • Prior experience with DigitalOcean or other cloud infrastructure is a plus. The ability to quickly learn and adapt to DigitalOcean's evolving systems, platform, and products is essential.
  • 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).
  • Championing customer requirements and advocating for their needs within cross-functional teams.
  • Collaborating with product and engineering teams to improve support processes and ensure support readiness for new product launches.
  • Mentoring and training Associate Support Engineers, serving as a role model within the team.
  • Onboarding and guiding new hires, equipping them with the skills and knowledge to confidently engage with customers.
  • Contributing to process and policy improvements by identifying areas for optimization and efficiency.
  • 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.
  • Maintain accurate and current documentation for incident management processes, troubleshooting procedures, and knowledge base articles.
  • Identify opportunities for process improvement and contribute to the development of best practices.
What We'll Expect From You:
  • Dedication to Customer Satisfaction: A deep love for customers and a commitment to going above and beyond to ensure their satisfaction and success.
  • Cloud and Networking Expertise: Expert understanding of cloud infrastructure fundamentals, including APIs, scripting, databases, container technologies, and networking protocols (HTTP, DNS, SSL/TLS). Demonstrated ability in troubleshooting and managing complex cloud and networking environments.
  • Excellent Communication Skills: Strong written and verbal skills with the ability to clearly explain complex technical concepts to diverse audiences.
  • Passion for Technology and Customer Support: A genuine enthusiasm for technology coupled with a commitment to delivering exceptional customer support.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.
  • Relevant Experience: Previous experience in Customer Success, Solutions Architecture, or similar roles in a tech environment.
  • Technical Proficiency: Extensive knowledge of Linux systems (Debian, Ubuntu), networking, storage, and web technologies, including Django, Cpanel, WordPress, and node.js. Proficient in CRM tools such as Salesforce and Jira for effective issue management.
  • Certifications: Relevant certifications like CompTIA Linux+, CompTIA Network+, CompTIA Cloud+, or equivalent are advantageous.
  • Proactive Collaboration: Initiative in internal team collaboration and customer advocacy, with a focus on continuous improvement.
  • Experience with Troubleshooting Tools: Hands-on experience with tools and methods for troubleshooting networks and storage issues, such as cURL, traceroute, dig, DNS, and CORs.
  • Desire to Enhance Team Performance: Ability to motivate and support team members while balancing multiple priorities and setting clear expectations.
Why You'll Like Working for DigitalOcean
  • 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.
  • 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. We approach diversity and inclusion seriously and thoughtfully. 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.

*This job is located in Hyderabad, India

#LI-Hybrid

#LI-KC1

#J-18808-Ljbffr
  • Cloud Data Engineer

    4 days ago


    Hyderabad City Taluka, Pakistan beBeeDataEngineer Full time ₹2,000,000 - ₹2,500,000

    Job Title: Data Engineer with Expertise in Cloud and Enterprise PlatformsWe are seeking an experienced data engineer to support our critical data integration and application development initiatives.The ideal candidate will have a strong foundation in software development, data engineering, and cloud computing services.This role requires both technical acumen...


  • Hyderabad City Taluka, Pakistan beBeeCLOUD Full time

    We are seeking a skilled technical support professional to join our cloud support core team. In this role, you will play a pivotal part in empowering our global customer base by providing expert technical assistance and guidance.Key Responsibilities:Prior experience with cloud infrastructure is essential. The ability to quickly learn and adapt to new...

  • Sr Engineer Cloud

    22 hours ago


    Hyderabad City Taluka, Pakistan FANATICS INC Full time

    Senior Cloud EngineerJob Description:We are seeking a highly skilled and driven Senior Cloud Engineer with 3+ years of experience in cloud infrastructure, automation, and software development. This role focuses on building and maintaining secure, scalable, and efficient cloud systems. The ideal candidate will have hands-on expertise in software development,...

  • Senior Cloud Engineer

    22 hours ago


    Hyderabad City Taluka, Pakistan FANATICS INC Full time

    Job Description:We are seeking a highly skilled and driven Senior Cloud Engineer with 3+ years of experience in cloud infrastructure, automation, and software development. This role focuses on building and maintaining secure, scalable, and efficient cloud systems. The ideal candidate will have hands-on expertise in software development, infrastructure,...


  • Hyderabad City Taluka, Pakistan beBee Careers Full time

    We are seeking a seasoned software engineer to lead our cloud infrastructure and application optimization efforts. This is an exceptional opportunity to make a significant impact on our public cloud environment, employing Financial Operations best practices and a diverse set of technical and interpersonal skills to devise and implement solutions.As a Lead...


  • Hyderabad City Taluka, Pakistan DigitalOcean LLC Full time

    Cloudways - A DigitalOcean.Com Company is hiring for people who wish to grow in a dynamic Technical Support environment. Our ideal candidate is a customer focused individual that leverages his/her technical expertise for giving best support that benefits our users. Above all, we need individuals who are enthusiastic about working in a fast-paced, highly...


  • Hyderabad City Taluka, Pakistan beBeeSupport Full time ₹2,000,000 - ₹2,500,000

    Cloud computing is a rapidly evolving field, and we're looking for a highly skilled professional to join our team as a Senior Support Engineer.Job Description:We're seeking an individual with a strong technical background who can provide top-notch support to our customers through various channels. This includes tickets, chat, email, and phone. As a member of...

  • Cloud Data Engineer

    2 weeks ago


    Hyderabad City Taluka, Pakistan beBeeDataEngineer Full time

    About the RoleA data engineer with expertise in cloud-based big data processing and analytics is sought after to join our team. In this position, you will be responsible for designing, implementing, and maintaining large-scale data processing systems using Azure Databricks and related technologies.


  • Hyderabad City Taluka, Pakistan beBeeTechnical Full time

    Job DescriptionWe are seeking a skilled Cloud Infrastructure Technical Support Specialist to join our team. As a Technical Support Engineer, you will be responsible for providing exceptional support to customers through various channels.Key Responsibilities:Provide timely and effective solutions to customer issues via tickets, chat, and phone.Demonstrate...


  • Hyderabad City Taluka, Pakistan beBeeCybersecurityEngineer Full time $165,000 - $187,000

    Cloud Infrastructure and Cybersecurity Engineer Role">This senior technical position is responsible for managing large-scale cloud infrastructure, designing and implementing secure data solutions, and ensuring the reliability and resilience of cybersecurity services.">The ideal candidate will possess strong technical skills, excellent problem-solving...