Have you ever wondered what happens inside the cloud?

Based in New York, DigitalOcean is a dynamic, high-growth technology company that serves a robust and passionate community of developers, teams, and businesses around the world. We believe that today’s entrepreneurs are changing the world through software. Our mission is to empower these entrepreneurs by bringing modern app development within reach for any developer, anywhere in the world.

We want people who are passionate about helping customers scale their databases and database-driven applications, and who have specific knowledge of high-availability best practices.

As a Senior Developer Support Engineer focused on Database as a Service (DBaaS) your role is to help customers get the most out of their cloud experience and educate them to a deeper level of technical knowledge.

This is a challenging and rewarding role that enables you to exhibit your deep technical experience in a customer-centric environment. As a small team of about 25, we support 500,000+ customers who utilize 10+ data centers and 10,000+ hypervisors every day. This requires creative problem-solving techniques, deep technical knowledge for Linux and DBaaS, and empathy for users who are facing technical challenges. Ultimately, you will be a trusted partner to our customers who will rely on you to provide timely and accurate solutions to their technical problems.

Our support is a critical component of our service and offering. Our mission is directed towards enhancing our products and not limited to providing resolution for our customers. We believe in customer empowerment and self-enablement; hence this opportunity brings out your best to expand our knowledge base and provide great experience to our customers. We achieve this by segregating our support into four major verticals - Compute, Network, Storage and Developer Experience. As the voice of the customer, you have the opportunity to influence product decisions while helping to build the next great cloud company!

This role will be focused on providing an exceptional support experience for users who are taking advantage of our DBaaS product.

What You’ll Be Doing:

• Troubleshoot a wide range of technical issues ranging from initial configuration and deployment to scaling, with an emphasis on helping our customers get the most out of DigitalOcean DBaaS.
• Creating documentation and training the rest of the DigitalOcean support team on DBaaS with a focus on best practices
• Collaborate with our Product Documentation team to improve public facing documentation for DigitalOcean DBaaS
• Contribute to the Product Roadmap for DigitalOcean DBaaS through customer advocacy
• Contribute to our community through our Community and Editorial teams as they build out tutorials and how-to guides that our customers can use
• Build and/or recommend tooling that will help our teams to more effectively troubleshoot and resolve common customer questions on DBaaS
• Provide one-on-one consultation with customers
• Respond to escalations generated by our customers in a timely manner that accurately addresses and resolves the problem
• Quickly learn DigitalOcean systems and adapt to rapid changes which are dependent on priorities and alignment to our support objectives
• Work both collaboratively and independently within a team setting (we love Slack!)
• Identify and communicate process improvement suggestions
• Execute incident management and escalation procedures
• Collaborate with other teams and departments to improve the customer experience
• Complete projects at the direction of Support Leadership

What We’ll Expect From You:

• Experience working with and supporting multiple database and memory store softwares (i.e. Postgres, MySQL, Redis)
• Experience scaling database-driven applications including knowledge of high-availability and failover
• Excellent verbal and written communication skills
• Passionate about technology and customer support
• Strongly identify with our brand and team culture
• Strong analytical skills and pattern recognition
• Prior experience in similar environments
• Programming and/or Scripting experience in one or more core languages: Ruby, Python, Go, Bash, PHP, etc

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 great office spaces located in the heart of SoHo NYC and Cambridge 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 onboard in-office and take an all-expenses paid trip to our annual company offsite, Shark Week, 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 office.
• 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.

Department: Customer Support

Want to learn more about our Customer Support team? Clickhere!

Want an inside look into life at DO? Clickhere to hear from our employees!