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.