Dive in and do the best work of your career at DigitalOcean Journey alongside a strong community of top talent who are relentless in their drive to build the simplest scalable cloud If you have a growth mindset, naturally like to think big and bold, and are energized by the fast-paced environment of a true industry disruptor, youll find your place here We value winning together?while learning, having fun, and making a profound difference for the dreamers and builders in the world, We are looking for an Associate Customer Advocate who is passionate about driving significant change to the customer experience through personal interactions and product feedback Someone who has a desire to listen to customers' challenges and provide long-term solutions that enable the full power of our platform, As an Associate Customer Advocate at DigitalOcean, you will join a dynamic team dedicated to revolutionizing cloud computing and AI Your role is to engage with our customers to provide effective solutions to solve customer issues that relate to their account, billing, and platform experience Youll educate customers about our platforms capabilities and features, spearheading their engagement, and offering an exceptional experience throughout their journey from on-boarding to scaling We expect that youll have a desire to connect with our customers and exhibit exceptional problem-solving skills Our Customer Advocate personify DigitalOceans empathy for customers, passion for enhancing their experience and relentless pursuit of simplicity at scale This requires creative problem-solving and curiosity to tackle customer issues related to user experience and billing with knowledge of cloud services Some, but not all candidates will have experience in technical areas such as Linux, programming, or web development All candidates will be assessed against their ability to learn quickly and be a self-starter, What Youll Do Respond to customer tickets with thoughtful, personalized communication Educate customers on platform capabilities and best practices Identify recurring challenges and drive solutions that benefit multiple customers Create and update knowledge base articles to improve self-service resources Collaborate with your team while independently owning customer challenges Triage, escalate, and follow up on incidents or customer-impacting events Quickly adapt to product, process, and policy changes Share best practices and contribute to continuous team improvement Key Metrics: (optional) Customer Experience Ticket productivity Quality Adherence Maintaining Service levels (Timely responses) What Youll Add To DigitalOcean A customer-first mindset with the ability to empathize and build trust through clear, thoughtful communication Curiosity and eagerness to learn cloud technologies, with the drive to become a product expert over time Strong problem-solving skills with the creativity to find both immediate and long-term solutions for customers Adaptability to thrive in a fast-paced, ever-evolving environment with frequent product and process updates A collaborative spirit that uplifts your team while independently owning and resolving customer challenges Commitment to continuous improvement by contributing ideas, sharing feedback, and refining support practices Passion for simplifying complex topics, making the cloud more accessible for builders of all levels Why Youll Like Working for DigitalOcean We innovate with purpose Youll 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, youll 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 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 job is located in Hyderabad, India
Dive in and do the best work of your career at DigitalOcean Journey alongside a strong community of top talent who are relentless in their drive to build the simplest scalable cloud If you have a growth mindset, naturally like to think big and bold, and are energized by the fast-paced environment of a true industry disruptor, youll find your place here We value winning together?while learning, having fun, and making a profound difference for the dreamers and builders in the world, Position Overview We are looking for an inspired and motivated experienced technical leader to join the DigitalOcean Security Operations Center (SOC) With over 600,000 customers utilizing 11 data centers and 15,000+ hypervisors every day, our Security Operations Center never loses sight of the role we play in making the internet a more secure place for everyone, What Youll Do Vetting abuse claims, responding to reporters, and helping customers get back on the platform, Analyzing network traffic to identify compromised systems, negate denial of service attacks, and pinpoint resource abuse, Monitor and investigate user-generated content and activities to identify policy violations, fraud, abuse, and other harmful behaviors, Locating trends in abuse vectors, communicating with leadership to apprise of extent, and advocating for appropriate product changes to prevent future occurrences, Maintaining the usability of DigitalOcean IP space by brokering de-listing requests from ?drop lists? or block listings that prevent the flow of email for our customers, Evaluating hosted content and following up based on DigitalOceans Acceptable Use Policy (which may include adult or inappropriate content), Assist with the development and implementation of automated systems for detecting and mitigating abusive or fraudulent activities, Investigate, identify and prevent or mitigate abusive activities such as intrusion attempts, DDoS, malware distribution, phishing attacks, originating from DigitalOcean Platform, Work within a queue management system with specific daily targets on the number of customer contacts completed with a quality resolution, Be responsible for end-to-end operational processes and handle escalations by providing business solutions, Provide guidance and oversight to customers to ensure compliance to all applicable DigitalOcean Policies, Collaborate with the Security organization and Infrastructure teams to harden account, platform, and service structures to combat hijackings and compromises, Understand internal tools and processes and leverage those to push automation, Understand and apply legal concepts of fair use as applied to copyright, trademark, defamation, and plagiarism, Assist with developing and maintaining SOPs, What Youll Add To DigitalOcean Bachelor's Degree or equivalent experience 2 to 4+ years of experience in security operations & incident response roles Experience in one or more of the following areas: policy enforcement user trust, risk, fraud or product abuse investigation network security security operations incident response Understanding of hardware, software, and networking; distributed computing; virtualization; high-performance storage systems; databases; and cloud computing Background with relevant technology ( DNS, SMTP), and understanding of Linux systems, Understanding of internet economics, social and technical attributes, with knowledge of the cloud ecosystem, Familiar with reading a packet capture ( WireShark/CloudShark), Understanding of TCP/IP concepts, application protocols and knowledge of database structures and working with Unix/Linux, Very strong communication skills, prioritization and multitasking capabilities, Exceptional analytical thinking through data-driven decisions, as well as the technical know-how, Positive attitude with a desire to keep our customers and the internet safe, Bonus Experience working in a privacy role with access privileges to sensitive data, Relevant certifications, such as CompTIA Security+, Certified SOC Analyst (CSA), or Certified Ethical Hacker (CEH) are a plus, Knowledge of Programming/Scripting (Ruby, Python, Bash) Why Youll Like Working for DigitalOcean We innovate with purpose Youll 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, youll 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 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 job is located in Hyderabad, India