Associate Cloud Support Engineer

Join DigitalOcean and take your career to the next level by working alongside a talented community dedicated to building the simplest scalable cloud solutions. If you have a growth mindset, enjoy thinking boldly, and thrive in a fast-paced, innovative environment, you will find a rewarding place here. DigitalOcean values collaboration, continuous learning, and making a meaningful impact for creators and builders worldwide. We are seeking motivated individuals eager to grow within a dynamic Technical Support team, who combine strong technical skills with a customer-first approach. This role demands enthusiasm for working in a fast-moving, cross-functional setting and a commitment to delivering exceptional support.

Key Responsibilities
- Deliver outstanding customer support and solutions through tickets, live chat, and email channels.
- Demonstrate empathy and a genuine desire to assist customers effectively.
- Collaborate closely with team members in a 24/7 support environment, including flexible rotating shifts covering nights and weekends.
- Support process improvements and assist senior staff with daily reporting and operational enhancements.
- Troubleshoot and diagnose technical issues, with live chat troubleshooting considered an advantage.
- Consistently meet customer-facing Service Level Agreements (SLAs) and key performance indicators (KPIs) such as response time, customer satisfaction (CSAT), and handle time.

Required Qualifications
- Solid knowledge of cloud infrastructure platforms such as AWS, Google Cloud Engine, and DigitalOcean.
- Strong understanding of system and networking fundamentals, including troubleshooting techniques.
- Hands-on experience with Linux distributions like Ubuntu, Debian, and CentOS.
- Familiarity with content management systems such as WordPress and Magento.
- Practical experience managing web servers, including Apache and Nginx.
- Excellent written and verbal communication skills suited for live chat and ticket-based support.
- Working knowledge of database engines like MySQL and MariaDB.
- Strong analytical and problem-solving abilities.
- Ability to perform well under pressure in a fast-paced environment.
- This position requires onsite presence.

Preferred Qualifications and Benefits
- Programming knowledge in PHP, Bash, or Python is a plus.
- At DigitalOcean, you will be part of a cutting-edge technology company focused on simplifying cloud and AI, empowering builders to create impactful software. Our culture encourages boldness, ambition, and ownership.
- We prioritize career development by offering access to professional growth resources, including reimbursement for relevant conferences, training, and education, aligned with company policies.
- Employee well-being is important to us, with benefits designed to support mental health, flexible time off, and local team engagement activities. Benefits vary by location to comply with local regulations and needs.
- Compensation is competitive and based on market data, experience, and skills. Eligible employees may receive equity grants and participate in the Employee Stock Purchase Program, subject to plan terms.
- Non-sales roles are eligible for an annual bonus plan and potential equity grants, while sales roles may earn incentive compensation under applicable sales plans.
- DigitalOcean is committed to equal opportunity employment and does not discriminate based on race, sex, disability, protected veteran status, or any other legally protected characteristic.
- Applicants may apply to a maximum of three positions within any 180-day period to encourage thoughtful and well-matched applications.

This role offers an exciting opportunity to contribute to a high-growth company that values innovation, teamwork, and professional development in a supportive and inclusive environment.