Do you ever wonder what happens inside the cloud?

Based in New York and Cambridge, DigitalOcean is a dynamic, high-growth technology company that serves a robust and passionate community of developers around the world. Our mission is to simplify cloud computing for every developer. We are working on solving some of the most challenging and interesting technology projects around, on a scale unmatched by few companies.

As a Customer Success Engineer at DigitalOcean, you will be responsible for ensuring that our top customers have the best user experience possible. In this challenging and rewarding role, you will be supporting our biggest customers to troubleshoot issues, scale applications and grow their business, as well as DigitalOcean’s business.

Customer Success is an integral part of our company, and we are looking for creative problem-solvers who are eager to help our customers. We are looking for candidates who are passionate about the technologies we use, and have extensive experience working with open-source and Linux environments. As the voice of the customer, you have the opportunity to influence product decisions that will greatly improve the user experience.

What You'll Be Doing:

• Respond to technical and product questions generated by our customers through tickets, emails, or phone calls
• Troubleshoot Linux (Ubuntu and CentOS), Apache, Nginx, MySQL, Rails/Unicorn, and PHP
• Quickly learn DigitalOcean systems and adapt to rapid changes
• Work both collaboratively and independently within a team setting (we love Slack!)
• Identify and communicate process improvement suggestions
• 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 We'll Expect From You:

• Strong background with technology and Linux systems
• Excellent verbal and written communication skills
• Passion for technology and customer support
• Strong identity with our brand and team culture
• Strong analytical skills and pattern recognition
• Strong communication skills, with 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, defining priorities and setting appropriate expectations.

Preferred Qualifications:

• Prior experience in similar environments in Customer Success, Solutions Architecture type roles
• Startup experience
• Programming/Scripting: Ruby, Python, Go, Bash
• Source Code: GitAutomation: Chef, Puppet
• Virtualization: KVM, Xen
• Open Source: CoreOS, Docker, Vagrant
• Willingness to work in non-traditional business hours (nights and/or weekends)

Why You’ll Like Working for DigitalOcean:

• We have amazing people. We can promise you will work with some of the smartest and most interesting people in the industry. We work hard but we always have fun doing it. We care deeply about each other and take our “no jerks” rule very seriously.
• We value development. We are a high-performance organization that is always challenging ourselves to continuously grow. That means we maintain a growth mindset in everything we do and invest deeply in employee development. You’ll need to be great to get hired here and we promise you’ll get even better.
• We care about you. We offer competitive health, dental, and vision benefits for employees and their dependents, a monthly gym reimbursement to support your physical health, and a monthly commute allowance to make your trips to and from work easier.
• We invest in your future. We offer competitive compensation and a 401k plan with up to a 4% employer match. We also provide all employees with Kindles and reimbursement for relevant conferences, training, and education.
• We want you to love where you work. We have a great office space located in the heart of SoHo NYC and offer daily catered lunches to keep your hunger at bay. We’re also very remote-friendly—we use Slack to communicate across the company—and all remote employees have the opportunity to take an all-expense-paid trip to our HQ to get quality in-person time with the team at least once a year. We also allow employees to customize their workstations to meet their needs—whether remote or in HQ.
• 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.