Associate Customer Success Engineer

DigitalOcean, LLC; Austin (TX); Remote; Full time

Job summary

An innovative cloud technology company is seeking a Customer Success Engineer to join their dynamic team. In this role, you will engage with customers daily, addressing their technical queries and troubleshooting issues to enhance their experience. You will have the chance to influence product decisions while working in a supportive environment that prioritizes career development and employee well-being. This position offers a competitive salary, potential bonuses, and equity compensation, making it an exciting opportunity for those passionate about technology and customer support. Join a team that values diversity and fosters growth in the cloud industry!

Benefits

Flexible time off policy

Employee Assistance Program

Reimbursement for conferences and training

Access to LinkedIn Learning

Equity compensation

Employee Stock Purchase Program

Local Employee Meetups

Qualifications

• Experience in cloud technology and Linux systems is essential.
• Strong communication skills are required to explain technical concepts.

Responsibilities

• Respond to technical questions from customers via various channels.
• Troubleshoot application and product issues effectively.
• Collaborate with teams to enhance customer experience.

Skills

Cloud Technology

Linux Systems

Analytical Skills

Customer Support

Communication Skills

Networking

Database Engines (MySQL, PostgreSQL, Redis, MongoDB)

Kubernetes Troubleshooting

Education

Bachelor's Degree in Computer Science or related field

Tools

Kubernetes

MySQL

PostgreSQL

Redis

MongoDB

Job description

We want people who are passionate about helping our customers scale.

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 set appropriate expectations.

Technical Skills:

• Working knowledge in areas like:
• Networking and Storage
• 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 innovate with purpose. You’ll be a part of a cutting-edge technology company with an upward trajectory, who are proud to simplify cloud and AI 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 you from our Employee Assistance Program to Local Employee Meetups 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 $26.00 - $39.00 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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