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, you’ll 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 Onboarding Engineer who is passionate about helping customers successfully launch, migrate, and grow their applications on Cloudways.
As an Onboarding Engineer at DigitalOcean, you will join the Cloudways Customer Success and Onboarding team, working closely with customers from their initial setup through their first six months. You will combine technical expertise with proactive customer engagement to understand business goals, guide platform adoption, resolve onboarding barriers, and help customers realize value quickly.
Reporting to the Onboarding Team Lead, you will collaborate with Customer Success, Support, Sales, and Product to deliver a smooth onboarding experience. The ideal candidate is a strong technical problem solver and communicator who takes ownership of customer outcomes and identifies risks before they affect adoption or retention.
What You’ll Do:
- Own the customer onboarding journey, from kickoff and technical discovery through deployment, adoption, and handover to Customer Success.
- Lead discovery calls to understand customers’ applications, hosting environments, business goals, technical capabilities, timelines, and growth plans.
- Create onboarding plans with clear milestones, responsibilities, and success criteria tailored to each customer.
- Guide customers through server and application setup, website migrations, DNS configuration, SSL installation, backups, staging, and go-live readiness.
- Provide practical guidance on platform capabilities, application performance, security, and scaling based on customer requirements.
- Proactively monitor account activity, usage, and onboarding progress to identify stalled migrations, low adoption, server deletions, or other early signs of churn risk.
- Validate the reasons behind changes in customer activity through direct engagement, document findings, and coordinate timely recovery plans.
- Troubleshoot onboarding issues and work with Support and Engineering to resolve technical blockers, keeping customers informed through resolution.
- Identify relevant features, add-ons, and expansion opportunities that support customer goals and sustainable account growth.
- Maintain accurate account records, milestones, risks, and next steps in customer success systems, ensuring a complete handover to the assigned CSM.
- Share recurring customer feedback and improve onboarding documentation, playbooks, and workflows through automation and AI.
Key Metrics:
- Time to Value: Time taken for customers to reach their agreed first-value milestone, such as launching a live application or completing a migration.
- Onboarding Completion: Percentage of customers completing agreed onboarding milestones within the planned timeframe.
- Early Customer Retention: Logo and revenue churn within the onboarding portfolio during the first six months.
- Adoption and Growth: Progress toward agreed usage, feature adoption, and account spend milestones.
- Customer Satisfaction: Customer satisfaction scores for onboarding engagements and the overall onboarding experience.
What You’ll Add to DigitalOcean:
- Experience in technical onboarding, cloud hosting, technical support, solutions engineering, or a similar customer-facing technical role.
- Working knowledge of Linux, web hosting, DNS, SSL/TLS, HTTP/S, databases, caching, and CDN fundamentals.
- Hands-on experience deploying, migrating, or troubleshooting WordPress, WooCommerce, or other PHP-based applications.
- Understanding of cloud infrastructure, server sizing, application performance
*This is an Onsite role
JR: 2026-8376
#LI-Onsite
Why You’ll Like Working for DigitalOcean
- We innovate with purpose. You’ll be a part of a cutting-edge technology company with a high-growth trajectory, who are proud to simplify cloud and AI so builders can spend more time creating software that changes the world. As part of our team, you’ll embody our "Shark" mindset: bold, ambitious, and scrappy. You'll lead with a bias for action and take true ownership of our products, customer success, and team culture.
- We prioritize career development. At DigitalOcean, you’ll do the best work of your career. You will join a community of exceptional talent, collaborating closely with some of the brightest and most interesting people in the industry. We are a high-performance and fast-paced organization that will always challenge you to think big. Our talent development team prioritizes your professional development and provides resources to support your growth. We provide employees with reimbursement for relevant conferences, training, and education, subject to company policy.
- We care about your well-being. We take a comprehensive approach to our total rewards packages because we know different things drive different people. Our benefits are designed to support you and may include flexible time off, local team meetups, and mental health and well being support. Our benefits philosophy is consistent globally, but specific benefits and eligibility vary by location to reflect local needs and regulations.
- We reward our employees. The salary range for this position is based on market data, relevant years of experience, and skills. Eligible employees may also receive equity compensation, which may include a new hire equity grant and, in participating countries, the opportunity to participate in our Employee Stock Purchase Program. Equity awards are subject to approval and the terms of the applicable plan.
- Non-sales roles: In addition to base salary, this role is eligible to participate in DigitalOcean’s annual bonus plan and may be eligible for a new hire equity grant, subject to plan terms and local eligibility. Bonus amounts depend on company and individual performance.
- Sales roles (sales compensation eligible): In addition to base salary, this role may be eligible to earn incentive compensation under the applicable sales compensation plan and may be eligible for a new hire equity grant, subject to plan terms and local eligibility.
- DigitalOcean is an equal-opportunity employer. We do not discriminate on the basis of race, sex, disability, protected veteran status, or any other characteristic protected by applicable law.
Application Limit: You may apply to a maximum of 3 positions within any 180-day period. This policy promotes better role-candidate matching and encourages thoughtful applications where your qualifications align most strongly.
