Sr Cloud Engineer (Platform Ops)

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. DigitalOcean is hiring for people who wish to grow in a dynamic Technical Support environment. Our ideal candidate is a customer-focused individual that leverages his/her technical expertise for giving the best support that benefits our users. Above all, we need individuals who are enthusiastic about working in a fast-paced, highly dynamic, and rewarding cross-functional setting. What You’ll Be Doing:

• Provide best support and solutions to our Customers through tickets, chat, emails, Premium Slack, Skype etc.
• A desire to help customers, and a strong sense of empathy for their needs.
• Demonstrate strong teamwork in a 24/7 environment, with flexibility in rotating shifts, including nights, weekends, public holidays.
• Perform complex web migrations and support junior coworkers with their migration processes.
• Convert complex chat queries of customers to tickets when needed.
• Help junior team members with reaction to Alerts where needed on different monitoring frameworks (slack, sensu, and zabbix).
• Monitor and react to different abuse reports in close coordination with different teams.
• Assist “Team Leads” to develop and improve internal development tools and dashboards.
• Be able to cater complex queries on chats/tickets and provide support to juniors.
• Provide basic technical training to Juniors.
• Cater complex cloud infrastructure issues and escalate them in a timely manner to Team leads if necessary.
• Go through the chats & tickets on a weekly basis and check for repeated issues which can be suggested as incremental improvements to devops and present them to Team Leads.
• Automate any procedure with current operations that can save team time.
• Proficient in diagnosing and troubleshooting technical issues through live chat is a plus.

• BS/BE in Computer Science/Engineering or related field with 4-5 years of relevant work experience.
• Sound concepts and knowledge of programming (PHP knowledge, and preferably intermediate knowledge of some other languages like Javascript, HTML, CSS, Bash, and Python would be a plus).
• Strong-Advanced knowledge of Linux operating environments (Debian, Ubuntu, Centos) and different web technologies (apache, nginx, varnish, memcache, mysql, apc, php-fpm, etc).
• Advanced skill level in system performance troubleshooting.
• Knowledge of different services (GIT, SMTP, DNS, OpenVPN, postfix, crons, SSL, Sensu).
• Analysis of logs (sys, stack).
• Debugging of open source application related issues.
• Ability to cope with new / unknown technical issues. Initiative in tackling new problems with an imaginative approach.
• Strong knowledge of web applications migration process (unknown issues, CMS migration, troubleshooting, perfection, Cpanel & other hostings knowledge, advance cli commands to pull data).
• Working experience in PHP based Open Source web applications (Preferably: WordPress, Drupal, Magento etc).
• Good experience with MySQL.
• Good knowledge of monitoring tools like Opsgenie and Sensu.
• Possess excellent analytical and decision making skills.
• Should be an independent player who would be able to work independently on shifts.
• Strong verbal and written communication skills are necessary due to the dynamic nature of collaborations with customers.
• Strong understanding of systems and troubleshooting techniques.
• Should be process-oriented and proactive.
• Strong interpersonal and teaming skills - ability to set and enforce processes.
• Ability to operate in an Agile and Kanban environment.
• Good knowledge of cloud infrastructure environments (like AWS, GCE etc.).
• Experience in 24x7 production operations, preferably supporting a highly available environment for PaaS/cloud service providers.
• Good mentorship skills.

• We are proud to work here. You’ll be a part of a cutting-edge technology company with an upward trajectory, who are proud to simplify cloud computing so builders can spend more time creating software that changes the world.
• 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.
• We care about your well-being. Regardless of your location, we will provide you with a competitive array of benefits to support your overall well-being, from one-time work from home stipend to wellness allowance to flexible time off policy, to name a few.
• We reward our employees. The salary range for this position is 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 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.