Senior Cloud Support Engineer

Position Overview:

We are looking for a Senior Engineer 1 - Managed Hosting who is passionate about providing best-in-class technical support and solutions to customers in a dynamic, 24/7 environment. As a Senior Engineer 1 at DigitalOcean, you will join a dynamic team dedicated to revolutionizing cloud computing and AI. You will be a key player in ensuring our managed hosting customers receive exceptional support, leveraging your technical expertise to resolve complex issues and mentor junior team members. You will be instrumental in identifying and suggesting improvements to operational procedures and infrastructure to enhance efficiency and customer satisfaction.

As a Senior Cloud Engineer at DigitalOcean, you will join a dynamic team dedicated to revolutionizing cloud computing and AI.

What You'll Do:

• Provide best-in-class support and solutions to our customers through various channels, including tickets, chat, emails, and phone.
• Demonstrate strong teamwork in a 24/7 environment, with flexibility in rotating shifts that may include nights, weekends, and public holidays.
• Handle complex queries and technical issues on chats and tickets, while also providing support and guidance to junior team members.
• Address complex Cloudways infrastructure issues and escalate them to Team Leads in a timely manner when necessary.
• Review chats and tickets on a weekly basis to identify recurring issues, and suggest incremental improvements to the DevOps team.
• Automate operational procedures to improve team efficiency and save time.
• Monitor and react to abuse reports in close coordination with cross-functional teams.

Key Metrics:

• Customer Satisfaction Score (CSAT)
• First Contact Resolution (FCR)
• Average Handle Time (AHT)
• Ticket Backlog
• Mentorship contributions

What You'll Add to DigitalOcean:

• 4-5 years of hands-on experience in Linux operating environments (Debian, Ubuntu, CentOS) and web technologies (Apache, Nginx, Varnish, Memcache, MySQL, APC, PHP-FPM, etc.).
• Demonstrated advanced troubleshooting skills for system performance, log analysis, and open-source application debugging.
• Proven ability to independently resolve complex issues in a 24/7 production operations environment.
• Strong experience with PHP and working knowledge of JavaScript, HTML, CSS, Bash, and Python.
• Practical knowledge of core services like GIT, SMTP, DNS, OpenVPN, Postfix, Crons, and SSL.
• Solid understanding of web application migration processes, including CMS migration, CLI-based data transfer, and troubleshooting.
• Experience supporting PHP-based applications such as WordPress, Drupal, and Magento.
• Skilled in MySQL optimization and troubleshooting.
• Familiarity with monitoring tools like Opsgenie and Sensu.
• Ability to guide and mentor junior engineers while maintaining independent ownership of cases.
• Strong communication, analytical thinking, and decision-making skills.
• Knowledge of cloud infrastructure environments (AWS, GCE, etc.) and the ability to operate in Agile/Kanban setups.
• Proactiveness in identifying recurring issues and suggesting improvements to the DevOps team.
• Strong interpersonal and teaming skills—the ability to set, follow, and enforce processes.
• The ability to cope with new or unknown technical issues and take initiative in tackling new problems with an imaginative approach.
• A contribution to DigitalOcean's culture of inclusivity, empathy, growth mindset, and customer-first support.