Associate Cloud Support Engineer

What You Will Be Doing: 

• Develop deep expertise on the Paperspace/Digital Ocean product portfolio and the evolving Cloud landscape with a key focus on our AI/ML offerings
• Liaise with support and engineering teams to ensure customer escalations and obstacles to growth are resolved in a timely fashion
• Work directly with Customer Success to ensure the expansion and retention of businesses as they build on top of our cloud 
• Drive adoption from high-value customers as a key part of the business expansion process through technical consultation on multiple channels (e.g. video calls, email, Slack)
• Build out full AI/ML solutions for customers who work with DO’s professional services offering
• Diagram and plan infrastructure architecture to support specific use cases, and comfortably explain in detail
• Working both collaboratively and independently within a team setting (we love Slack!)
• Conduct demonstrations to clients clearly articulating DigitalOcean product benefits and functionality
• Contribute to internal and external technical documentation
• Provide technical training to enable our teams and our partners
• Identify and communicate process improvement suggestions, drive technical best practices within the organization, and communicate customer feedback and trends into the product lifecycle process
• Work both independently and collaboratively with a Global team of highly talented Solutions Engineers
• Partner with Engineering to identify, track, and resolve bugs
• Contribute to external Help Center and internal Knowledge Base and add to the documentation
• Triaging, escalating, prioritizing, and following up with incidents or customer-impacting events
• Making informed decisions to solve issues that balance the needs of customers and the company
• Sharing best practices, and knowledge and improving your team while seeking the same in return. 

What We'll Expect From You:

• Strong troubleshooting skills
• Deep Knowledge of Bare Metal and Virtualized environments
• Experience working in a pre-sales / Technical Support/Consultant role preferably in a SaaS/startup with a passion for customer experience
• Highly empathetic team members who are great at communicating complex information in a digestible format to Support Specialists and customers at all knowledge levels
• Deep knowledge of Linux and distributed systems ie:
  • Tools like ssh, scp, rcopy, df, systemctl, journalctl, dmesg, nvidia-smi, strace, dtrace
  • Understand package configuration, versioning and update process on Linux
  • Understand linux networking stack configuration for server and desktop versions of Linux
  • Understand the basics of setting up and using NFS clients and servers
  • Debug and configure python and python-based ML tools.
  • Update and verify Nvidia & AMD device drivers
  • Use docker-ce and container tools as a user.
• Proven professional experience with cloud infrastructure experience, or equivalent education
• Deep Knowledge of Networking Concepts and troubleshooting - TCP/IP, computer networking, routing, and switching
• Deep understanding and experience of a variety of AI/ML solutions from computer vision to LLMs, to speech-to-text
• Ability to take an AI/ML idea from model development, to testing, to deployment, to monitoring and managing
• Familiarity with data-parallel and model parallel techniques, such as Tensorflow Distributed, DDP, Distributed Pytorch.
• Programming/development experience
• Knowledge of provisioning and deployment strategies and tools
• Track record of developing successful technical solutions to business problems for clients
• Ability to balance the demands of multiple stakeholders, define priorities, and set appropriate expectations
• Passionate about technology and open-source projects
• Quickly learn DigitalOcean systems and adapt to rapid changes
• Highly motivated with a self-starter mentality

Extra Credit: 

• Cloud certifications are highly desired
• Programming/Scripting: Ruby, Python, Go, Bash
• Source Code: Git
• Automation: Terraform, Ansible, Chef, Puppet, Saltstack
• Virtualization: KVM, Xen
• Databases: MongoDB, MySQL, Redis, PostgreSQL
• Open Source: CoreOS, Docker, Kubernetes, Vagrant
• DigitalOcean/Paperspace: API, libraries, services