Cloud Support Engineer Leader

3 days ago


Hyderabad City Taluka, Pakistan DigitalOcean LLC Full time

We are seeking a Senior Cloud Support Engineer to join our dynamic team, reporting to the Manager of Cloud Support. This pivotal role empowers our global customer base by providing technical expertise to maximize their experience on our platform.

Key Responsibilities:
  • Prior experience with cloud infrastructure is highly valued. The ability to quickly learn and adapt to DigitalOcean's evolving systems 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, focusing 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.

Requirements:

  • 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.
  • Excellent Communication Skills: Strong written and verbal skills with the ability to clearly explain complex technical concepts to diverse audiences.


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