Team Lead, Cloud Support Engineer

As an Upstack Team Lead, you will work closely with customers and the team, being responsible for delivering outstanding customer support. You will also communicate company and departmental goals and deadlines to the team. Additionally, you will support the Team Manager in managing the day-to-day operations within the Upstack team.

The role necessitates an intimate knowledge of the product's features and capabilities, along with the ability to effectively troubleshoot problems. 

What You Will Be Doing:

• Quickly learn DigitalOcean systems and adapt to rapid changes
• Manage the daily workload and ensure proper workload distribution and satisfactory team performance to achieve our SLA goals 
• Coach the team to achieve greater CSAT and productivity
• Maintain up-to-date expertise on the company, platform, and products
• Troubleshoot application and product issues
• Provide general guidance and queue related work distribution
• Provide visibility to leadership regarding daily and monthly team performance 
• Function as a point of escalation for customers and team members
• Track, analyzes, and report key qualitative metrics into the organization
• Champions and advocates for customer requirements within DO
• Respond to technical and product questions generated by our customers through tickets, emails, or phone calls
• Work both collaboratively and independently within a team setting (we love Slack!)
• Identify and communicate process improvement suggestions
• Incident management and escalations
• Help combat fraud and abuse on the platform
• Collaborate with other teams and departments to improve the customer's experience
• Help architect HA solutions for fast-growing and new customers

What We'll Expect From You:

• Strong background with cloud technology and Linux systems
• Passionate about technology and customer support
• Strong identity with our brand and team culture
• Strong analytical skills and pattern recognition
• Prior experience in similar environments in Customer Success, Solutions Architecture type roles
• Strong communication skills, with ability to explain technical concepts in clear and concise terms
• A desire to get the best out of everyone on their team with the ability to balance the demands of multiple constituencies, defining priorities and setting appropriate expectations.

Why You’ll Like Working for DigitalOcean:

• 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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