Associate Cloud Support Engineer-AI/ML

Dive in and do the best work of your career at DigitalOcean. Join a community of top talent dedicated to building the simplest, scalable cloud. If you have a growth mindset, think big and bold, and thrive in a fast-paced environment, 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.

DigitalOcean (NYSE: DOCN) simplifies cloud computing so developers can focus on creating impactful software. Our infrastructure and managed services enable startups and SMBs to deploy and scale applications rapidly. As a remote-first organization, our team is distributed worldwide.

We seek an Associate Cloud Support Engineer for our GPU products, with expertise in cloud infrastructure, to support high-value customers, especially in AI/ML, serving as the first technical escalation point from Support.

Our support team offers top-tier customer and technical support. We seek intelligent, empathetic, and motivated individuals to grow with us. The Cloud Support Engineer will collaborate with AI/ML teams, advising on best practices, guiding customers, and working closely with Product, Engineering, and Operations teams to meet customer needs. Technical expertise, excellent communication, and a self-starter attitude are essential.

Responsibilities include engaging with global high-value customers, showcasing DigitalOcean's AI platform, onboarding and supporting customers, conveying customer needs to engineering, and developing AI/ML solutions, including professional services. The role also involves being the escalation point for complex issues.

1. Develop expertise in DigitalOcean and Paperspace products, focusing on AI/ML offerings.
2. Coordinate with support and engineering teams on escalations and obstacles.
3. Work with Customer Success to expand and retain customer businesses.
4. Drive adoption through technical consultations via various channels.
5. Build AI/ML solutions for customers using professional services.
6. Design and explain infrastructure architectures for specific use cases.
7. Collaborate and work independently within a team environment.
8. Demonstrate products to clients, articulating benefits and functionalities.
9. Contribute to technical documentation and training.
10. Suggest process improvements and communicate customer feedback.
11. Work with a global team of Solutions Engineers.
12. Partner with Engineering to identify and resolve bugs.
13. Contribute to help centers and knowledge bases.
14. Manage incident triaging, escalation, and follow-up.
15. Make informed decisions balancing customer and company needs.
16. Share best practices and continuously improve team knowledge.

1. Strong troubleshooting skills.
2. Deep knowledge of Bare Metal and Virtualized environments.
3. Experience in pre-sales, technical support, or consulting, preferably in SaaS/startup environments.
4. Excellent communication skills for explaining complex concepts.
5. Deep understanding of Linux and distributed systems, including tools like ssh, scp, dmesg, nvidia-smi, etc.
6. Experience with cloud infrastructure or equivalent education.
7. Strong networking knowledge: TCP/IP, routing, switching.
8. Familiarity with AI/ML solutions, from development to deployment and monitoring.
9. Experience with distributed training techniques like TensorFlow Distributed or DDP.
10. Programming and scripting skills.
11. Knowledge of deployment strategies and tools.
12. Proven success in developing technical solutions for clients.
13. Ability to manage multiple stakeholders and priorities.
14. Passion for technology and open-source projects.
15. Quick learner and adaptable to changing systems.
16. Self-motivated with a proactive approach.

Extra Credit:

• Cloud certifications.
• Skills in Ruby, Python, Go, Bash.
• Experience with Git, Terraform, Ansible, Docker, Kubernetes, databases, and virtualization technologies.
• Familiarity with DigitalOcean/Paperspace APIs and services.

Why You'll Like Working for DigitalOcean:

• Rewarding Compensation: Competitive salary, bonuses, and equity options.
• Development Opportunities: Work with industry experts, mentorship, training, and conference reimbursement.
• Well-being Focus: Comprehensive benefits tailored to local regulations.
• Diversity and Inclusion: Equal opportunity employer committed to inclusivity.