What You’ll Be Doing:

• Responding to tickets generated by our customers in a timely manner
• Providing thoughtful, personalized communication to solve our customer’s issues
• Identifying and owning challenges that multiple customers face; fixing similar issues for all our customers
• Quickly learning DigitalOcean products and adapting to rapid product, process, and policy changes
• Working both collaboratively and independently within a team setting (we love Slack!)
• Creating and updating knowledgebase articles
• Triaging, escalating, prioritizing, and following up with incidents or customer impacting events
• Making informed decisions to solve issues that balance the needs of customer and company
• Sharing best practices and improving your team while seeking the same in return

What We’ll Expect From You:

• Excellent written and verbal communication skills
• Share knowledge with our team and community
• Passion for driving excellent customer experiences while providing critical account and billing expertise
• Tenacity to overcome obstacles to achieve our goals and initiatives
• Prior experience or knowledge of Escalation and Incident Management procedures
• Rigorous investigative skills and pattern recognition to help solve our customer’s current and future needs
• Identification with our brand and team culture
• Self-motivated with a great sense of responsibility
• Sound independent decision making
• A keen eye for detail
• The inclination to improve your skill set through training, personal development, and self-learning
• Understanding or knowledge of some cloud technical concepts like operating systems (Linux, Windows, macOS), web servers (Apache, Nginx), web development (HTML, CSS), or networking concepts
• Experience supporting online customers, preferably in a cloud hosting environment.