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Support Operations Manager
3 days ago
About the Job
This is a unique opportunity to join a dynamic team as a Support Engineer II at DigitalOcean LLC. As a key member of our 24/7 support team, you will be responsible for providing exceptional support and solutions to customers through tickets, chat, and other channels.
Responsibilities
- Provide support and solutions to customers through tickets, chat, and other channels.
- Develop strong empathy for customer needs and provide helpful assistance.
- Collaborate with a 24/7 team in a fast-paced environment.
- Perform complex web migrations and assist junior coworkers with their migration processes.
- Troubleshoot applications and provide support to juniors with deployments.
- Convert complex queries into tickets when necessary.
- Assist junior team members with responding to alerts on various monitoring frameworks.
- Monitor and react to abuse reports in close coordination with different teams.
- Support team leads in developing and improving internal development tools and dashboards.
- Cater to complex cloud issues and escalate them to team leads if necessary.
- Identify repeated issues and suggest incremental improvements to DevOps.
- Automate procedures to save team time.
Requirements
- Programming knowledge (PHP, JavaScript, HTML, CSS, Bash, Python).
- Strong-advanced knowledge of Linux operating environments (Debian, Ubuntu, CentOS) and web technologies (Apache, NGINX, Varnish, Memcache, MySQL, APC, PHP-FPM).
- Advanced skill level in Kubernetes (Pods, Nodes, Containers, Helm Charts).
- System performance troubleshooting expertise.
- Knowledge of services (GIT, SMTP, DNS, Postfix, Crontab, SSL).
- Analysis of logs (sys, stack).
- Debugging open-source application-related issues.
- Ability to handle new/unknown technical issues.
- Working experience in PHP-based Open Source web applications (WordPress, Drupal, Magento).
- Good experience with MySQL.
- Excellent analytical and decision-making skills.
- Independence in working on shifts.
- Strong verbal and written communication skills.
- Understanding of system and troubleshooting techniques.
- Process-oriented and proactive mindset.
- Interpersonal and teamwork skills.
- Agile and Kanban environment operation.
- Cloud infrastructure environments (AWS, GCE) knowledge.
- Experience in 24×7 production operations.
- Mentorship skills.
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