Cloud Support Engineer (AI/ML)

Do you ever wonder what happens inside the cloud?

DigitalOcean (NYSE: DOCN) simplifies cloud computing so builders can spend more time creating software that changes the world. With our mission-critical infrastructure and fully managed offerings, DigitalOcean enables startups and small and medium-sized businesses (SMBs) to rapidly deploy and scale modern applications. As a remote-first organization, our employees, like our customers, are based around the world.

We want insightful, technically oriented people who are passionate about driving significant change to the customer experience through personal interactions and product feedback. Someone who has the desire to listen to customers' challenges and provide long-term solutions that enable the full power of our platform

Support’s mission is to provide all customers with a VIP experience. As a Customer Support Specialist focused on our Artificial Intelligence / Machine Learning offerings, your role is to engage with our customers to provide effective solutions to solve customer issues that relate to their account, billing, and platform experience in this exciting and cutting edge space. You’ll educate customers about our platform’s capabilities and features, spearheading their engagement, and offering an exceptional experience throughout their journey from onboarding to scaling. 

We expect that you’ll have a desire to connect with our customers and exhibit exceptional problem-solving skills. Our Customer Support Specialist personifies DigitalOcean’s empathy for customers, passion for enhancing their experience and relentless pursuit of simplicity at scale. This requires creative problem-solving and curiosity to tackle customer issues related to user experience and billing with knowledge of cloud services. Some, but not all candidates will have experience in technical areas such as Linux, programming, or web development. All candidates will be assessed against their ability to learn quickly and be a self-starter. 

We have a history of promoting employees from within and rewarding high performers with more responsibility, title, and compensation. The Support Team’s alumni cohort includes high-level individual contributors, current managers, product managers, and engineers spread throughout our entire company. This is a place to learn, perform well, and be rewarded. 

What You’ll Be Doing:

• Responding to tickets generated by our customers in a timely manner
• Providing thoughtful, personalized communication to solve our customer’s issues
• Identifying and owning challenges that multiple customers face; fixing similar issues for all our customers
• Quickly learning DigitalOcean products and adapting to rapid product, process, and policy changes
• Working both collaboratively and independently within a team setting (we love Slack!)
• Creating and updating knowledge-based articles
• Triaging, escalating, prioritizing, and following up with incidents or customer-impacting events
• Making informed decisions to solve issues that balance the needs of customer and company
• Sharing best practices and improving your team while seeking the same in return

What You'll Add to DigitalOcean:

• Excellent written and verbal communication skills
• Share knowledge with our team and community
• Passion for driving excellent customer experiences while providing critical account and billing expertise
• Tenacity to overcome obstacles to achieve our goals and initiatives
• Prior experience or knowledge of Escalation and Incident Management procedures
• Rigorous investigative skills and pattern recognition to help solve our customer’s current and future needs
• Identification with our brand and team culture
• Self-motivated with a great sense of responsibility
• Sound independent decision making
• A keen eye for detail
• The inclination to improve your skill set through training, personal development, and self-learning
• Basic Understanding or knowledge of some cloud technical concepts like operating systems (Linux, Windows, macOS), web servers (Apache, Nginx), web development (HTML, CSS), or networking concepts
• Experience supporting online customers, preferably in a cloud hosting environment

Why You’ll Like Working for DigitalOcean:

• We reward our employees. The salary range for this position is based on relevant years of experience and skills. Employees 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 grants of equity upon hire and the option to participate in our Employee Stock Purchase Program.
• We value development. You will work with some of the smartest and most interesting people in the industry. We are a high-performance organization that is always challenging our teams and employees to continuously grow. We maintain a growth mindset in everything we do and invest deeply in employee development through formalized mentorship and other internal programs. We provide all employees with reimbursement for relevant conferences, training, and education.
• We care about your well-being. In addition to cash and equity compensation, we also offer employees a competitive array of benefits. While the philosophy around our benefits is the same worldwide, specific benefits may vary in other countries due to local regulations and preferences.
• We value diversity and inclusivity. We are an equal-opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

*This is a remote role

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