Associate Cloud Support Engineer

hace 5 meses

Ciudad de México DigitalOcean A tiempo completo

**Do you ever wonder what happens inside the cloud?**:
**We're looking for someone passionate about customer advocacy, improving the customer experience, and providing world-class support for our Managed Databases offering.**:
We are looking for a passionate Cloud Support Engineer to work in our 2nd shift 4PM-12AM EST (2:30AM-10:30AM IST/ 2AM-10AM PKT). As a Cloud Support Engineer, you'll work both independently and collaboratively with your team to troubleshoot and resolve highly-technical issues that customers encounter while using our platform. You'll partner cross-functionally with our product and engineering teams to drive feedback, improve internal & external tooling, launch new products & features, and deliver an exceptional customer experience.

**What You'll Be Doing**:

- Troubleshooting and resolving technical support requests created by our customers spanning a growing range of database engines, including: MySQL, PostgreSQL, Redis, MongoDB and Kafka.
- Representing the voice of support, speaking on behalf of our customers through direct engagement with our product and engineering teams.
- Contributing to internal documentation that provides your team with the resources they need to perform in their role and external documentation that allows our customers to self-serve.
- Engaging customers and responding to technical questions received through our community Q&A forum.

**What We'll Expect From You**:

- Knowledge of at least one database engine (MySQL, PostgreSQL, Redis, Kafka and MongoDB), with the ability to quickly learn new engines ranging from those currently available to those we may offer in the future
- Highly self-motivated with the ability to work independently, collaboratively, and with a high degree of autonomy in a remote work environment
- Growth mindset, with an unrelenting focus on improving your knowledge and skill set
- **Bonus**: Experience using and troubleshooting MongoDB (in production is a plus)
- **Bonus**: Experience with one or more programming languages (PHP, Python, NodeJS)

**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. In the United States, these include health insurance, unlimited vacation, retirement benefits, a generous parental leave program, and additional resources to support employees' overall well-being. 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
- #LI-Remote_

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