Digital Cloud Engineer

2 weeks ago

Karachi, Sindh, Pakistan DigitalOcean LLC Full time

What You'll Do

You will be a part of a fast-paced, dynamic Technical Support environment where you will work closely with our customers to resolve their technical issues and improve their experience. Your responsibilities will include:

  • Providing best-in-class support to our customers through various communication channels.
  • Maintaining a strong desire to help customers with empathy and understanding.
  • Working collaboratively with the team to achieve 24/7 support coverage, rotating shifts including nights and weekends.
  • Monitoring and responding to abuse reports and monitoring alerts on Slack and email.
  • Staying up-to-date with product knowledge and assisting seniors and leads with process improvements.
  • Diagnosing and troubleshooting technical issues through live chat, when applicable.
  • Meeting or exceeding customer satisfaction targets and key performance indicators (response time, CSAT, handle time).
  • Effectively communicating complex queries on chats and providing support to junior colleagues.

Our Ideal Candidate

  • Has a strong understanding of cloud infrastructure environments, system and networking concepts, and Linux operating systems.
  • Familiarity with content management systems, web servers, and database engines, as well as excellent written and verbal communication skills.
  • Experience working in 24x7 production operations, preferably supporting highly available environments for PaaS/cloud service providers.
  • Strong analytical and problem-solving skills, with possession of sound programming concepts.
  • Able to work under pressure and possess a 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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