Cloud Support Engineer Team Lead, DigitalOcean
$71-116k
Cloud computing services for developers
Job no longer available
Cloud computing services for developers
1001+ employees
Job no longer available
$71-116k
1001+ employees
Company mission
To simplify cloud computing so developers and businesses can spend more time creating software that changes the world.
Role
Who you are
- 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, defining priorities, and setting appropriate expectations
What the job involves
- As a CSE Team Lead, you will work closely with Biz-High & DOSP customers and the team, being responsible for delivering outstanding customer support
- You will also communicate company and departmental goals and deadlines to the team
- Additionally, you will support the Team Manager in managing the day-to-day operations within the CSE Team
- The role necessitates an intimate knowledge of the product's features and capabilities, along with the ability to effectively troubleshoot problems
- Quickly learn DigitalOcean systems and adapt to rapid changes
- Manage the daily workload and ensure proper workload distribution and satisfactory team performance to achieve our SLA goals
- Coach the team to achieve greater CSAT and productivity
- Maintain up-to-date expertise on the company, platform, and products
- Troubleshoot application and product issues
- Provide general guidance and queue-related work distribution
- Provide visibility to leadership regarding daily and monthly team performance
- Function as a point of escalation for customers and team members
- Track, analyze, and report key qualitative metrics in the organization
- Champions and advocates for customer requirements within the DO
- Respond to technical and product questions generated by our customers through tickets, emails, or phone calls
- Work both collaboratively and independently within a team setting (we love Slack!)
- Identify and communicate process improvement suggestions
- 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
Our take
DigitalOcean offers computer network and storage capabilities that enable its users to quickly set up online businesses. Straightforward tools and attractive pricing have attracted hundreds of thousands of customers in the last decade, including pop superstar Beyoncé, who hosted a new album release on the company’s servers during its early years.
DigitalOcean has a strong customer base, but must continue to improve to stay relevant in such an extremely competitive space. The company battles with rivals such as Amazon Web Service, Microsoft Azure and Google's Cloud Platform, which are the undisputed leaders in the cloud computing market. Wisely, DigitalOcean avoids direct confrontation with these giants by focusing more on small businesses and startups and providing more savings opportunities for its users.
The company has boasted clients such as GitLab, Slack and HashiCorp amongst its impressive lists of customers. Additionally, the company has acquired Cloudways in a move to further simplify workflows for its clients that are looking to scale their digital businesses, it opened a new data center in Sydney, and expects to see a revenue rise between 9% and 12% over 2024.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
30% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
May 2020
$50m
SERIES C
Jul 2015
$83m
SERIES B
Total funding: $173.2m
Company benefits
- Full health coverage
- Flexible vacation time
- An annual company offsite, Shark Week
- Monthly gym and internet reimbursement
- Parental leave with transition time built-in
- Formalized mentorship, LinkedIn Learning tracks, and other internal programs
- Work from home opportunities
- 401k plan with up to a 4% employer match
Company HQ
South Village, New York, NY
Leadership
Yancey Spruill
(CEO, not founder)Previously served as CFO and COO for SendGrid and as CFO for both TwentyEighty and DigitalGlobe.
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