Critical Infrastructure Specialist

About the Role:

We are seeking a highly skilled Critical Infrastructure Specialist to join our team. As a key member of our organization, you will play a critical role in driving customer success and growth.

The ideal candidate will have a deep understanding of cloud infrastructure and be able to leverage this knowledge to provide expert guidance and support to our customers.

• Techincal Consultation & Architecture Design:
• • Develop and maintain deep expertise in the DigitalOcean product portfolio and the evolving cloud ecosystem.
  • Help design, diagram, and plan infrastructure architectures tailored to customer use cases, explaining solutions clearly to both technical and non-technical stakeholders.
  • Conduct regular technical consultation sessions and workshops, enabling customers to be self-sufficient in managing their cloud environments.
  • Maintain knowledge of cloud infrastructure best practices and recent technologies through the regular attainment and maintenance of important cloud technology certifications and coursework.
• Proactive Customer Engagement & Growth:
• • Manage and maintain key accounts.
  • Partner closely with customers to drive engagement, retention, and expansion of their DigitalOcean workloads.
  • Conduct quarterly business reviews (QBRs) with key accounts, assessing their progress, understanding their evolving needs, and aligning on strategies for future growth.
  • Identify opportunities for cost reduction and performance optimization, guiding customers to make data-driven decisions that maximize their cloud investments.
  • Collaborate with internal teams, such as Engineering, Marketing, and Account Managers, to align customer needs with strategic goals.
  • Proactively monitor customer usage trends, identify potential risks, and uncover new opportunities for growth and adoption.
• Advocacy & Cross-Functional Collaboration:
• • Act as the voice of the customer within the organization, ensuring their needs are represented in product development and support processes.
  • Liaise with Engineering and Support teams to resolve escalations and technical challenges quickly, ensuring smooth customer experiences.
  • Deliver compelling presentations to articulate the benefits and functionality of DigitalOcean's offerings to customers.
  • Contribute to internal and external technical documentation, and provide training for the organization's teams and partners to ensure knowledge transfer.
• Tooling & Efficiency:
• • Develop tools and scripts to streamline technical engagements, improving the efficiency of the Technical Account Management functions.
  • Stay current with industry trends and best practices to continuously enhance customer engagement strategies.

Requirements:

To succeed in this role, you will need:

• Technical Expertise:
• • Proven experience in cloud infrastructure and deep knowledge of Linux, distributed systems, and automation.
  • Programming or development experience, with basic skills in at least one mainstream language (e.g., Python, Go).
  • Understanding of provisioning and deployment strategies, with knowledge of tools like Terraform, Ansible, and Docker.
  • Proficiency with at least one major cloud platform (AWS, Google Cloud Platform, or Azure).
  • Proven track record of successfully troubleshooting technical problems.
  • Familiarity with version control (e.g., Git), SQL and basic database administration, CI/CD tools, and AI/ML infrastructure principles.
• Customer-Centric Approach:
• • Passionate about delivering exceptional customer experiences, with a history of building successful technical solutions that align with business goals.
  • Ability to manage multiple stakeholders, prioritize effectively, and set clear expectations.
  • Strong analytical skills to monitor customer trends and identify opportunities for improvement and growth.
  • Experience advocating for customer needs and translating feedback into actionable insights.
• Communication Skills:
• • Strong verbal and written communication skills, capable of translating complex technical concepts for varied audiences.
  • Ability to create and deliver technical presentations and training sessions that resonate with customer needs.
• Adaptability & Initiative:
• • Self-starter with a passion for technology and open-source projects, eager to learn new tools and systems.
  • Quick to adapt to changes in the cloud ecosystem, always looking for ways to improve customer engagement and technical solutions.
  • Extra credit for experience in (Technical) Customer Success, Solutions Engineering, or Technical Account Management roles, particularly within fast-paced startup environments.