Cloud Support Specialist

2 days ago


Karachi, Sindh, Pakistan DigitalOcean LLC Full time

Job Overview

DigitalOcean LLC is seeking a highly skilled and motivated individual to join our dynamic Technical Support team as a Cloud Support Engineer. As a member of this team, you will be responsible for providing exceptional support to our customers through various communication channels.

Your Key Responsibilities

  • Provide timely and effective solutions to customer inquiries via tickets, chat, and email.
  • Maintain a customer-centric approach, ensuring empathy and understanding in all interactions.
  • Collaborate with the team to achieve 24/7 support coverage, rotating shifts including nights and weekends.
  • Monitor and respond to abuse reports and monitoring alerts on Slack and email.
  • Stay up-to-date with product knowledge and assist seniors and leads with process improvements.
  • Diagnose and troubleshoot technical issues through live chat, when applicable.
  • Meet or exceed customer satisfaction targets and key performance indicators (response time, CSAT, handle time).
  • Effectively communicate complex queries on chats and provide support to junior colleagues.

Required Skills and Qualifications

  • Strong understanding of cloud infrastructure environments like AWS, GCE, DO, etc.
  • Knowledge of system and networking concepts, troubleshooting techniques, and Linux operating systems (Ubuntu, Debian, CentOS).
  • Familiarity with content management systems like WordPress, Magento, and web servers like Apache and Nginx.
  • Excellent written and verbal communication skills to work effectively in live chat and ticket support channels.
  • Experience with MySQL, MariaDB, and other database engines, as well as strong analytical and problem-solving skills.
  • Possession of sound programming concepts, preferably in PHP, Bash, and Python.
  • Able to work under pressure and possess experience in 24x7 production operations, preferably supporting highly available environments for PaaS/cloud service providers.
  • Bachelor's or Master's degree in Computer Science/Engineering or related field, with at least 2 years of relevant work experience.


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