Senior Customer Success Engineer

We are looking for creative problem-solvers who are eager to help our business customers scale. Reporting to the Manager of Customer Success, a Customer Success Engineer will engage with our largest customers every day, solving their problems and ensuring that they are able to grow on top of DigitalOcean. As the voice of the customer, you have the opportunity to influence product decisions while helping to build the next great cloud company!

What You'll Be Doing:

• Respond to technical and product questions generated by our customers through tickets, emails, chats, or phone calls
• Troubleshoot application and product issues
• Quickly learn DigitalOcean systems and adapt to rapid changes
• Work both collaboratively and independently within a team setting (we love Slack!)
• Identify, communicate, and document process & policy improvement 
• Incident management and escalations
• Help combat fraud and abuse on the platform
• Collaborate with other teams and departments to improve the customer's experience
• Help architect HA solutions for fast-growing and new customers

What You’ll Add to DigitalOcean:

• Strong background in cloud technology and Linux systems
• Passionate about technology and customer support
• Strong identity with our brand and team culture
• Strong analytical skills and pattern recognition
• Prior experience in similar environments in Customer Success and solutions Architecture type roles.
• Strong communication skills, with the ability to explain technical concepts in clear and concise terms
• A desire to get the best out of everyone on their team with the ability to balance the demands of multiple constituencies, define priorities, and setting appropriate expectations.

Technical Skills:

• Working knowledge in areas like:
• Linux, Debian, Ubuntu, Django, etc
• Networking and Storage
• Virtualization: KVM, Xen
• Experience with one or more database engines (MySQL, PostgreSQL, Redis, MongoDB).
• Bonus: Certifications such as RHCE, CKA, and/or CKAD
• Bonus: Experience troubleshooting basic and advanced Kubernetes issues, from pods and deployments to the control plane

Why You’ll Like Working for DigitalOcean:

• We are proud to work here. You’ll be a part of a cutting-edge technology company with an upward trajectory, who are proud to simplify cloud computing so builders can spend more time creating software that changes the world. As a member of the team, you will be a Shark who thinks big, bold, and scrappy, like an owner with a bias for action and a powerful sense of responsibility for customers, products, employees, and decisions. 
• We prioritize career development. At DO, you’ll do the best work of your career. You will work with some of the smartest and most interesting people in the industry. We are a high-performance organization that will always challenge you to think big. Our organizational development team will provide you with resources to ensure you keep growing. We provide employees with reimbursement for relevant conferences, training, and education. All employees have access to LinkedIn Learning's 10,000+ courses to support their continued growth and development.
• We care about your well-being. Regardless of your location, we will provide you with a competitive array of benefits to support your overall well-being, from one-time work from home stipend to wellness allowance to flexible time off policy, to name a few. While the philosophy around our benefits is the same worldwide, specific benefits may vary based on local regulations and preferences.
• We reward our employees. The salary range for this position is between $80,200 - $107,700 based on market data, relevant years of experience, and skills. You may qualify for a bonus in addition to base salary; bonus amounts are determined based on company and individual performance. We also provide equity compensation to eligible employees, including equity grants upon hire and the option to participate in our Employee Stock Purchase Program. 
• We value diversity and inclusion. We are an equal-opportunity employer, and recognize that diversity of thought and background builds stronger teams and products to serve our customers. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

*This is a remote role

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