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.
We want people who are passionate about solving technical problems and enabling customers.
Cloudways - A DigitalOcean.Com Company 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 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:
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- Provide best support and solutions to our Customers through Chats, tickets, emails, etc.
- Demonstrate strong teamwork in a 24/7 environment, with flexibility in rotating shifts, including nights, weekends, public holidays.
- A desire to help customers, and a strong sense of empathy for their needs.
- Understand and take responsibilities and ownership.
- Be able to answer queries on chats.
- Convert complex chat queries of customers to tickets when needed.
- Be able to cater customer queries on the ticketing system.
- Monitor and react as communicated by seniors to different abuse reports (Slack and emails, etc.).
- Monitor alerts as communicated by seniors where needed on different monitoring tools. (slack, Opsgenie)
- Perform Wordpress website migrations following proper SOPs.
- Be a good team player who works well in a 24/7 collaborative environment.
- Proper daily reporting (on Assembla and other platforms if required) and escalation of processes where needed.
- Provide good support and solutions to our customers through tickets, chat, emails, etc.
What We’ll Expect From You:
- Must have at least basic concepts and knowledge of programming (PHP knowledge, and preferably intermediate knowledge of some other languages like Javascript, HTML, CSS). Bash and Python knowledge would be a plus.
- Knowledge and concepts of Linux.
- Knowledge of PHP based Open Source web applications (Preferably: WordPress, Magento etc).
- Basic knowledge of cloud infrastructure environments (like AWS, GCE, DO, Linode, etc.) would be a plus.
- Ability to work in rotating shifts 24x7.
- Documentation and reporting skills.
- Knowledge of different web stacks would be a plus (Apache and Nginx, etc).
- Understanding of system and networking concepts and troubleshooting techniques.
- Strong written and verbal communication skills.
- Analytical (problem solving) skills.
- Ability to meet SLAs and deadlines.
- Ability to work under pressure.
- Strong interpersonal and teaming skills.
- Proficient in diagnosing and troubleshooting technical issues through live chat is PLUS.
Why You’ll Like Working for Cloudways - A DigitalOcean.com Company:
- 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, flexible 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
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